Job description
Role summary
We are currently seeking a high caliber professional to join our team as IT Manager. He/she will report directly to the Chief Technology Officer. The role will ensure ICT and business have a professional connection through ICT services and business requirements requests; and that business has an effective and efficient environment to achieve business goals without any mitigation from the ICT department. He will always ensure ICT services are up and running both to the business and our customers
Essential Duties and Responsibilities
Service desk enhancements i.e. create workflows for procurement, profile management, define service desk view and business rules for ICT;
Ensure all ICT client requirements are accommodated, well managed, and implemented as and when required;
Implement strong program management practices (change management, incident management) and contribute to standard implementations;
Improve first line support TAT on all issues and configure automated escalation of tickets according to agreed SLA and communication where necessary;
Ensure checklist and ICT template is in place and adhered to;
Identify and document all single point of failure in the infrastructure and related services;
Proactively notify business of ICT service outages;
Implement operational level agreements with teams (e.g. innovations) that ICT depends on to deliver services;
Maintain contact lists of all service providers and critical contacts and services portfolio/catalog of all ICT services;
Communicate to business on planned system changes;
Ensure ICT incident resolution is maintained at 90% on a weekly basis;
Ensure all ICT assets inventory is up to date.
Knowledge and Experience:
Holder of Bachelor’s degree in computer science or equivalent
Minimum of 5 years work experience in busy IT environment preferably financial sector
Experience of working “cloud based environments” will be an added advantage
Certifications e.g. ITIL will be an added advantage
Excellent communication skills and team player
Proactive and self-driven
Service desk and change management skills
