It specialist

Job Objective: The role is responsible to support the development, upkeep and maintenance of IT infrastructure and operations in order to provide a professional and efficient problem resolution service to users of Infrastructure systems and to contribute to efficient and effective management of IT operations enabling business operations and services. Primary Responsibilities: Strategic: Assist the Sub-Function Managers in preparing the strategy and the strategic initiatives for the sub-function aligned to the Functional Strategy. Support in monitoring, tracking and reporting performance against strategic initiatives. Financial: Assist the Sub-Function Managers in preparing the budget for the sub-function. Support in monitoring and tracking adherence to the approved budget. Operational: Implement plans and activities for IT infrastructure and operations within stipulated timelines as per IT strategy and organizational priorities. Retire and test IT services and solutions architecture. Undertake change management activities pertaining to planning for change deployment, communicate changes to stakeholders, train impacted users, cooperate in administering and initiating change schedule, verify if changes have been effected. Perform IT operations support services like handling availability, performance and backup/recovery. Manage incidents and inquiries reported to the IT helpdesk as per defined SLAs. Ensure that IT Helpdesk customers are kept fully informed of progress with their specific problems according to agreed reporting procedures. Deliver assigned deliverables associated with customization, implementation and support of IT Support Management Systems on time to required quality and standards. Use methods and procedures used in customization, implementation of IS Support Management Systems adhere to accepted local and de facto IT standards. Coordinate the development and review of SLA with other areas and ensure that the Stats & SLA requirements are created, produced and met. Carry out analysis of goals, the source of any problems or event of unexpected errors with the help of dedicated special tools. Assist in future development, enhancements and maintenance of IS helpdesk call management/tracking system. Contribute to development and implementation of robust processes to ensure that a high quality service is provided to both internal and external customers. Assist to communicate and continually refine the IT operations and support methodology and framework. Contribute to the evaluation of vendor proposals covering functional, technical and contractual/commercial aspects. Liaise with suppliers and other departments to ensure issues are resolved. Implement procedures and controls at each functional process, such that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to internal customers. Provide relevant information to address employee queries related to functional area. Assist in providing required information to internal and external auditors. People: Take ownership for attending the trainings as per the plan. Take ownership for completing PMS process, employee engagement surveys in time. Continuously share the knowledge and understanding of the telecom industry and business trends.
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