IT Support Engineer
Skills
About This Role
Functional Tasks
- Manage the Site IT team effectively so as to meet the SLA commitment with Business Unit/Group
- Ensure all IT Security related metrics and actions are addressed timely in ensuring an optimum and secure operating environment.
- Support, maintain, and troubleshoot Citrix VDI client environments, ensuring smooth access, performance, and issue resolution for end users.
- To provide, implement and maintain secure and reliable site-based application, network, equipment, mail, server, desktop and laptop solutions to the Business Group, in accordance with corporate standards and strategies.
- Management teams and other IT teams to ensure that issues are resolved within the severity guidelines.
- Ensures adherence to Corporate IT policies, guidelines, and procedures.
- Liaise, work and collaborate with all IT teams and Group IT team to establish strong working relationship that ensures seamless integration of IT service delivery and operations.
Service Management and Continuous Improvement
- Contribute to the development and maintenance of Service Level Agreement and charging mechanisms for the services provided.
- Manage and lead to deliver IT services within agreed service levels and budgetary guidelines. Ensure that failed service levels are escalated, analysed, resolved and followed up on a timely basis.
- Develop, implement, maintain, and ensure adherence to Group IT support procedures. Ensure that both the central and site-based organizations work as a productive and cooperative unit.
- Develop and implement operational continuous improvement, service efficiency initiatives, infrastructure improvement, and infrastructure rationalization to better serve the business needs.
- Planning and Controlling:
- Plan, manage, and execute/implement the overall budget of the Site IT Delivery team, including the recovery of costs.
- Maintain prudent cost control within budget expenditure levels. Identify, recommend and implement measures to improve efficiency, service delivery and operational costs.
- Resource Management:
- Manage a team of Applications and Infrastructure support personnel, in providing site-based IT services, under the direction of central Applications and Infrastructure Management teams. Ensure efficient scheduling and deployment of resources to critical and remote sites to deliver IT support and IMACs.
- Ensure that the team is well-updated with technological advancements and the organization’s developments, in order to effectively meet the company’s challenging and fast-changing business demands.
- Perform additional /ad-hoc duties as and when requested by the supervisor or line manager.
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