Assistant IT Manager at ECOM Agroindustrial Corp Limited

JOB SUMMARY:

• The Assistant IT Manager is responsible for managing and supporting the organization's IT infrastructure, business applications, IT service delivery, and technology projects. The role involves overseeing day-to-day IT operations, ensuring compliance with group IT policies and standards, managing IT support services, supporting business applications, and participating in the implementation of IT initiatives across the region.
• The incumbent will work closely with business stakeholders, vendors, and global IT teams to ensure reliable, secure, and efficient IT services while driving continuous improvement and technology adoption.

KEY RESPONSIBILITIES:

IT Operations and Infrastructure

• Ensure compliance with Group IT policies, procedures, standards, and security guidelines.
• Maintain and strengthen the IT infrastructure through the implementation of new technologies and best practices.
• Responsible for the installation, configuration, maintenance, and support of hardware, software, and IT equipment.
• Perform routine audits of systems, software, hardware assets, and IT processes.
• Develop, maintain, and support company IT systems, applications, databases, and related technologies.
• Administer server infrastructure, backup systems, disaster recovery processes, and business continuity measures.
• Manage internal and hosted network infrastructure, including firewalls, servers, switches, wireless networks, and telephony systems.
• Monitor system, server, and network performance to ensure optimal availability and reliability.
• Provide technical support and guidance to end users and business teams.

Service Management and User Support

• Manage the IT Service Management (ITSM) platform and ensure timely ticket creation, assignment, escalation, resolution, and closure in accordance with defined SLAs.
• Lead and monitor the IT support team to ensure efficient and effective service delivery.
• Conduct root cause analysis for recurring incidents and implement preventive and corrective actions.
• Ensure proper documentation of incidents, solutions, procedures, and knowledge base articles.
• Provide technical training and guidance to support staff and end users.

IT Projects and Business Applications

• Support the planning, coordination, and implementation of IT infrastructure and business application projects.
• Collaborate with business stakeholders, vendors, and project teams to ensure successful project delivery within agreed timelines and budgets.
• Coordinate and facilitate User Acceptance Testing (UAT).
• Develop training materials and conduct end-user training sessions.
• Provide post-implementation and production support.
• Participate in change management activities and ensure compliance with organizational change control processes.
• Ensure proper project documentation.
• Work closely with global and regional IT teams to align project implementations with corporate IT standards and architecture.

Vendor, Asset, and Budget Management

• Assist in preparing and managing IT budgets.
• Manage procurement of IT hardware, software, licenses, subscriptions, and maintenance services.
• Maintain IT asset inventory and software licensing records.
• Manage relationships with IT vendors, service providers, and implementation partners.

Security, Compliance, and Governance

• Support IT security initiatives and ensure compliance with security policies.
• Develop and maintain IT policies, procedures, and disaster recovery documentation.
• Support periodic security assessments, audits, and remediation activities.
• Prepare and present IT operational reports, KPIs, and project status updates.

QUALIFICATION AND EXPERIENCE:

• HND or Bachelor's degree in Computer Science, Computer Engineering, Information Technology, Cybersecurity, or a related field.
• Professional IT Certification (such as Microsoft Azure, Microsoft 365, ITIL Foundation, etc.) is highly preferred.
• A minimum of 5 to 8 years of progressive IT experience, with at least 2 years in a senior support or supervisory capacity.

SPECIALISED SKILLS, KNOWLEDGE, AND ATTITUDE:

• Must embody the core ECOM Values (Integrity, Innovation, Inclusivity, Excellence, and Collaboration).
• Hands-on proficiency with VLAN management, IP routing, subnetting, firewalls, and managing enterprise switches.
• Direct experience managing Active Directory, Server architectures, and office suites (e.g., Microsoft 365).
• High-level analytical skill to spot and isolate complex bugs or network failures under pressure.
• Excellent verbal and written English communication to present technical situations clearly to non-tech executives and teams.
• Proven ability to make sound decisions, guide teams, and mediate workflows.