Asst Manager – Infrastructure Support

1. Job Purpose

• Ensure that Network and IT Infrastructure are secured and operated smoothly.
• Supporting the Company main Datacenter, Disaster Recovery Center and Telecommunications including network connectivity.
• Handle helpdesk support relating IT infrastructure and users for the main office and all branches.
• Recommending innovative and digitalized solutions to improve efficiency, productivity, and customer service.
• Implementation of IT governance program.
• Ensure adherence to the leading regional insurance provider IT/information security policies, standards, and procedures by implementing technical, administrative, and physical controls.

2. Primary Duties Performed
Oversee daily operations relating to IT Infrastructure and Supports as follows:

• Responsible for IT Infrastructure (Data Center and Network) and desktop support.
• Manage and implement IT projects relating to IT Infrastructure and cybersecurity
  following Project Management Methodology best practices.
• Handle IT related projects implementations.
• Develop documented projects scope of work.
• Looking after and resolve helpdesk tickets relating to IT Infrastructure and desktop
  support within the agreed turnaround time/deadlines.
• Study, analyze and document business requirements and recommend solutions to IT in charge.
• Explore digital technologies and innovative solutions.
• Ensure that Main Datacenter and Disaster Recovery are in a healthy state and properly
  maintained.
• Handle Capacity/Hardware Resources management and Planning.
• Monitor the security and performance of IT Infrastructure and Networks. Report
  observations to IT in charge.
• Assist in managing IT procurements and payments.
• Ensure compliance to the defined IT policies and standard operating procedures.
• Maintain and oversee IT licenses to ensure full compliance.
• Recommend IT licenses cost optimization.
• Maintain IT inventories.
• Handle backup process in the most effective way.
• Maintain IT related consumables such as printer toners and consumable parts.
• Plan and manage the migration to the cloud platforms.
• Ensure that business units are provided with the required level of technical support.
• Review and recommend updates on the technical and operational documentations and
  manuals relating to infrastructure and desktop support.
• Implement the deployment of new software and system patches.
• Ensure prompt actions in case of any showstoppers.
• Handle annual renewals of all Annual Maintenance Contracts relating to IT Infrastructure and recommend changes to IT in charge.
• Ensure compliance with signed Service Level Agreements relating to IT Infrastructure.
• Comply with IT department's policies and procedures and report any breach to the IT
  Department in charge.
• Prepare report reflecting the status of projects/tasks/critical issues relating to IT Infrastructure on a weekly and/or monthly basis and present it to IT in charge.
• Recommend annual objectives of the IT Infrastructure and Desktop Support in line with IT strategy and present it to IT in charge.
• Oversee and lead the IT Infrastructure and Desktop Support team.
• Recommend training courses for the IT Infrastructure and Desktop Support team.
• Review performance of the IT Infrastructure and Desktop Support team twice a year and present it to IT in charge.
• Advise IT in charge of any significant IT developments particularly in respect of IT
  Infrastructure.
• Keep updated with technical as well as industry sector developments.
• Keep updated with Cyber Risk in term of attaches and preventive solutions.
• To undertake special projects / assignments / tasks as may be required and directed by
  the company from time to time.
• Perform other IT related duties assigned by IT in charge.
• Meet with the company's SLA and ensure that RCAs are defined, and permanent solutions are implemented.
• Ensure IT security compliance to the regional insurance provider information security policies and regulatory mandates.
• Review of critical security patches for critical systems.

3. Secondary Duties Performed

• Handle any other duties as required to support other departments of the organization.

4. Work & Business Contacts

Internal

Maintain close interaction with the regional insurance provider employees and management.

External

Maintain close interaction with software vendors, hardware vendors, suppliers, and consulting firms.

Division / Department: Information Technology

Incumbent Reports to: Senior Manager- Information Technology