System and Network Support operation Manager

Key Responsibilities:

· Manage the system and network support team and divisional IT resources; oversees computer system and software , telecom and network maintenance and repair; Manage Divisions and supplier SLA.

· Managing and supervising the system and network support team and divisional IT resources.

· Develop and maintain strong working relationship with key partners.

· Define, implement and manage IT technical support processes and procedures.

· Ensuring that all IT processes used by the support team are thoroughly documented, consistently audited, and regularly improved.

· Produce weekly and monthly summary management reports on technical support tickets.

· Manage system and network support services to meet the IT SLA KPIs.

· Manage and report the incident management process, including root cause analysis and remedial action.

· Manage prioritization, escalation and resolution of support incidents and user requests

· Manage the process of new software updates and releases to divisions and communicate effectively.

· Mange the online FAQ and support article knowledgebase

· Define and manage the quality assurance/quality control testing process for all software and hardware releases.

· Ensure the team follow the change management process as per the ABA IS IT policy and procedures.

· Provide resolution of security related issues reported by the systems audit

· Manage the external and internal audits findings and deliver the required solution for VAPT findings.

· Take prompt actions for the resolution of the SOC and NOC tickets and assign the relevant tasks to the support operation team members ensuring that the ticket is fixed as per the resolution time.

· Shall be responsible and be compliant with ABA IT Division’s security policies and procedures

· Shall be responsible for the protection of ABA IT Division’s information assets from unauthorized access, disclosure, modification, destruction and/or interference thereby ensuring the confidentiality, integrity and availability of information.

· Shall be responsible for reporting any security events, potential incidents and/or other threats

· Identify and implement new techniques / technology in improving system and network performance and resolving system and network issues.

Skills & Requirements:

· Professional certification in Windows system and Cisco network is preferred ITIL Certificate

· Knowledge in systems and storage, Administration & trouble shooting

· Has 8 years of experience in IT Services and Support Management