Responsible for maintaining integrity, operational suitability and relationships of all assigned sites.
As an extension of the General Manager Operations, acting as a liaison, bridging/facilitating communication and understanding between the client and Netcom ITO team and ITO staff. Understanding the clients business and therefore IT needs and coordinating the process of delivery of IT Outsourcing Support, solutions implementation, maintenance, technical and coordination administration and reports to the client.
Key Duties & Responsibilities
Coordinate the activities of onsite IT Staff at Client site and remote, work scheduling, project monitoring, reporting etc
Liaise with the IT staff at Netcom’s HQ to translate clients needs as well as leverage on Netcom back office support on resolving issues.
Liaise with the client representative as technical implementation and planning lead and responsible for timely communications between Netcom and ITO clients
Liaise with the Netcom BDD account manager to inform, coordinate and manage operational, technical, and Commercial Issues and opportunities.
Implementation of ICT incident reporting and escalation procedure in Netcom and on all Client sites.
Monitor and manage the Open Ticket Queue for outstanding issues and liaise with Netcom Support to track open items.
Arrange and provide IT support when necessary for Netcom and Client users.
Implement, maintain and develop (improve) daily, weekly, monthly and quarterly administration and reports with the use of NetCare ticketing system-generated data and reports.
Provide reports to Emel Management for tracking of consumables, etc.
Provide weekly, monthly and ad hoc reports as prescribed my Manager, Service Assurance.
Escalate to third party vendors for IT support if required, i.e. Polycom, Printing, etc.
Interact with the Client representative and key staff, including Head’s of Department, to establish a working relationship and ensure smooth problem resolution.
Work with the Netcom IT team to further advance the IT environment at Netcom and client site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
Resolve issues that may be escalated or occur outside of office hours, e.g MD & CEO support
Adhere to Netcom procedures and best practices and enforce such procedures with ITO staff deployed at the Client site or working on remote assistance.
Ensure complete compliance with Netcom internal policy and TL9000 quality standards
Provide and collect feedback from ITO staff at Client site insight & suggestions regarding improvements and opportunities in the Client IT environment.
Any other task as assigned by GM Operations.
Knowledge of IT Support procedures, systems, administration and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
In-depth knowledge of ticketing system, Service Level Agreement, key performance indicators, resource and site allocation and differentiation leading to the ability to keep, manage and control team performance on various sites at required levels.
Advanced knowledge of Windows Server Administration, IT/Desktop troubleshooting, Financial Application - like Navision, ERP, CRM, etc.
Considerable knowledge of IP Network, LAN management and Troubleshooting, Microwave/Radio Management, VOIP on Avaya, Cisco or Lifesize platform
Knowledge of MS Office (O365) licensing activation and administration, Email account and Exchange server administration and management both on-premise and cloud-hosted.
Knowledge of Active Directory Administration including creating and managing domains, preparing disaster recovery strategies, offering technical support to users, upgrading software, and handling user accounts.
Advanced communication and relationship management skills
People management and team working skills.
Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
Education and/or Professional Qualifications:
A preferred degree in the following area - Elect Elect Eng, Computer Eng, Computer Science, Physics, Mathematics and other core sciences with a strong basis for ICT
Mandatory 5 - 7 years experience, with at least 3 years in the same role supervising staff and coordinating activities for delivering IT support and Solutions.