IT Operations Excellence Specialist

Key Accountability Areas

Key Activities Helpdesk Support

• Provide first-level technical support to end-users, addressing common hardware, software, and network-related issues.

• Develop and implement support processes to streamline incident resolution and improve response times.

• Maintain a comprehensive helpdesk knowledge base, documenting common solutions and best practices to facilitate quick problem-solving.

• Track and analyze helpdesk performance metrics to identify trends and areas for improvement in customer support quality.

ERP and Applications Level 1 Support

• Provide initial support for ERP and other business-critical applications, assisting users with common issues and escalating complex cases as needed.

• Monitor ERP system performance, identify potential issues, and work proactively to prevent service disruptions.

• Documents frequently encountered application issues and solutions to improve response efficiency and knowledge sharing within the team.

• Conduct basic training sessions for end-users on ERP functionality, promoting better system use and productivity.

IT Assets Management

• Track and manage the full lifecycle of IT assets, including acquisition, deployment, maintenance, and disposal, to ensure optimal use and compliance.

• Maintain an up-to-date inventory of hardware and software assets, ensuring all resources are accounted for and properly licensed.

• Conduct regular audits of IT assets to identify redundant or underutilized resources and implement strategies to reduce costs.

• Collaborate with finance and procurement teams to plan for future asset needs, ensuring efficient allocation of IT resources. Security and Compliance

• Implement and enforce IT security policies, such as access control and data protection measures, to safeguard the organization's systems and data.

• Monitor compliance with industry regulations and standards, performing regular audits to ensure alignment with best practices.

• Educate staff on security policies and protocols, fostering a security-conscious culture within the organization.

• Work with the security team to address vulnerabilities, conducting regular risk assessments and implementing proactive measures to minimize potential threats. Hardware and Software Management

Hardware and Software Management

• Oversee the procurement, installation, and maintenance of hardware and software resources, ensuring compatibility and functionality.

• Manage software updates and patches to maintain system security and compliance with software vendor requirements.

• Troubleshoot and resolve issues related to IT hardware and software, coordinating repairs or replacements as necessary.

• Maintain detailed documentation of hardware and software configurations to support troubleshooting and future upgrades.

Vendor Management

• Establish and maintain productive relationships with IT vendors, ensuring timely delivery of products and services.

Negotiate contracts, service agreements, and warranties with vendors to achieve cost-effective solutions that meet quality standards.

Knowledge and Experience

• Minimum 6 years of relevant experience in Information Technology is required.

• Proficiency in project management, process optimization, and problem-solving methodologies (e.g., Lean, Six Sigma, ITIL)

• Excellent understanding of IT infrastructure, including servers, networks, storage, and cloud-based technologies

• Hands-on experience with automation tools, scripting, and the implementation of IT service management solutions

• Strong analytical and data-driven mindset, with the ability to interpret performance metrics and make data-driven decisions

• Exceptional communication and collaboration skills, with the ability to work effectively with cross-functional teams

• Proven leadership and change management skills, with the ability to influence and drive organizational change

• Certifications in ITIL, Project Management, or other relevant IT operations frameworks are a plus.

Education and Certifications

• Bachelor's degree in computer science, Information Technology, or a related field is required. Certificate in ITIL Foundation is required.