System & Network Support Operations Manager

Job Description

OBJECTIVE/PURPOSE OF THE JOB

• Managerial role; 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

Accountability/Taskso Managing and supervising the system and network support team and divisional IT resources.o Develop and maintain strong working relationship with key partners.o Define, implement and manage IT technical support processes and procedures.o Ensuring that all IT processes used by the support team are thoroughly documented, consistently audited, and regularly improved.o Produce weekly and monthly summary management reports on technical support tickets.o Manage system and network support services to meet the IT SLA KPIs.o Manage and report the incident management process, including root cause analysis and remedial action.o Manage prioritization, escalation and resolution of support incidents and user requestso Manage the process of new software updates and releases to divisions and communicate effectively.o Mange the online FAQ and support article knowledge baseo Define and manage the quality assurance/quality control testing process for all software and hardware releases.o Ensure the team follow the change management process as per the ABA IS IT policy and procedures.o Provide resolution of security related issues reported by the systems audito Manage the external and internal audits findings and deliver the required solution for VAPT findings.o 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.o Shall be responsible and be compliant with ABA IT Division's security policies and procedureso 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 ofinformationo Shall be responsible for reporting any security events, potential incidents and/or other threatsAnalysis? Gathers and analyzes the supports issues and take decisions.? Performs analysis and trends tools to rectify technical issues and recommend Solutions.? Manage risk analysis.? Produce and analyze IT SLA reports. People Management:? Manage the system & network support team ensuring the quality and standards are adhered to.? Determine priorities and timetables, assign resources/tasks, and provide performance feedback to the Operation manager.? Setting the team objectives and doing the performance management for his team in coordination with his Manager? Leading, supervising, verifying and validating the team?s tasks result.? Organize team development and training program.Innovation:o Identify and implement new techniques / technology in improving system and network performance and resolving system and network issues.Role & Functional Area:? Desktop, Laptops, Operating Systems and Network and Telecom installations configurations and upgrades management.? SLA Management.? Brands/Clients associated and Industry dynamics:? Standardize Policies/procedure.? Price negotiation with vendors? Management.? Coordinates with suppliers regarding AMC?s/ SLAs, and contracts.Nature of internal and external interactions:

• Interacts with Team Manager system and network internally ensuring effective management in the respective areas.
• Deals with the vendor at management level ensuring efficient support.
• Ensuring application team is aligned and follow the predefined policies/procedures and Strategy. Interact externally with Technology experts, vendors, consultants
• Physical or non-physical working conditions (e.g. physically demanding, etc.):
• ABA ITD office, Manages System and Network across the Group
• Structured or Non-structured environment :
• Works within specifically standards, defined guidelines and procedures, and set conditions

Keyskills :