Purpose: Ensure ICT business services have a High Uptime and are able to cater to business requirements, by managing and monitoring Ops ICT team and vendor activities.

Responsibilities:

• Strategic Planning: Develop and implement the ICT operations strategy aligned with the overall business objectives. Identify opportunities to leverage technology for operational efficiency and effectiveness.
• Infrastructure Management: Oversee the design, implementation, and maintenance of the organization's ICT infrastructure, including networks, servers, storage systems, and telecommunications. Ensure that the infrastructure is secure, scalable, and reliable to support business operations.
• Systems Administration: Coordinate and monitor the installation, configuration, and maintenance of operating systems, applications, and software tools. Ensure the availability and optimal performance of critical systems, such as email servers, databases, and enterprise resource planning (ERP) systems.
• Network Management: Manage the organization's network infrastructure, including routers, switches, firewalls, and wireless access points. Implement and enforce network security measures to protect against unauthorized access and data breaches.
• IT Service Management: Establish and maintain IT service management processes, including incident management, problem management, change management, and service request management. Ensure that service level agreements (SLAs) are met and customer expectations are fulfilled.
• Vendor Management: Collaborate with vendors and service providers to negotiate contracts, manage service level agreements, and oversee the delivery of outsourced IT services. Evaluate vendor performance and make recommendations for improvements or changes as needed.
• Disaster Recovery and Business Continuity: Develop and implement plans and procedures to ensure the organization's ICT systems can recover from disruptions and continue to operate in the event of a disaster. Conduct regular testing and updates to maintain the effectiveness of these plans.
• Budgeting and Cost Control: Prepare and manage the ICT operations budget, including forecasting and monitoring expenses. Identify cost-saving opportunities and optimize the allocation of resources to achieve the best return on investment.
• Stakeholder Management: Collaborate with key stakeholders, such as senior management, department heads, and end-users, to understand their technology needs and align ICT operations accordingly. Communicate regularly on project status, system upgrades, and service disruptions.
• Team Management: Lead and manage a team of ICT professionals, including system administrators, network engineers, database administrators, and support staff. Provide guidance, coaching, and performance feedback to ensure the team's success.
• Continuous Improvement: Stay informed about industry trends, emerging technologies, and best practices in ICT operations management. Identify opportunities for process improvements, automation, and innovation to enhance efficiency and drive business growth.

• Minimum 5-7 years of working in related field at telecom industry.
• Strong experience of developing an achievable set of ICT Operation performance objectives for the organization and then measure performance to those metrics.
• Strong experience of providing periodic assessment of key operational issues and potential problems to upper management.
• Strong experiencing in managing IT Operation vendors.
• Strong experience in setting up local exchange IT operations including surveillance, monitoring, fix, and repair.
• Must have knowledge of management principles and practices; personnel supervision and development; and ICT technologies.
• Strong knowledge of IT application process flow (API), IT infra and End user IT domains.
• Strong knowledge of Microsoft Platform, VMware, Linux, Oracle, etc.
• Strong focus on continuous quality improvement and decision making ability.
• Must be available for ICT emergencies 7 x 24.
• Good working knowledge of computer word processing, spreadsheet, and presentation software.
• Good knowledge of database (Oracle, SQL, MSSQL, etc.), programming language (Python, Java, etc.)
• Good knowledge of OSS, BSS, ESSS and VAS technology.
• Understanding of ITIL V4 Foundation.
• 3GPP basic knowledge, diameter, camel protocol.
• Basic GSM architecture.
• Knowledge of maximizing employee productivity, morale, and retention through empowerment techniques and team building and maintain strong working relationships with other staff and partners.
• Knowledge of demonstrating the role and impact of cross-functional departments and their relative impact on company initiatives.
• Knowledge of IP telecommunications.

Technical Qualification:

• Microsoft Server Certification (Any)
• VMware Certification (Any)
• CCNP
• Cloud Computing