IT Infrastructure and Operations Manager

Job Purpose:The IT Infrastructure and Operations Manager is responsible for developing, managing, and maintaining IT infrastructure, networks, systems, security, data center, and facilities in order to meet operational targets, maximize uptime, and protect data, while providing support to end users within agreed service levels.Key Accountabilities:Contribute to the development of Business Support Sector or Information Technology Division’s business plan and develop operational plan of the IT Infrastructure and Operations Department according to set objectivesDevelop IT Infrastructure and Operations Department key performance indicators and continuously monitor progress towards operational planImplement IT Infrastructure and Operations Department’s framework, methodologies, techniques, and principlesEnsure that IT Infrastructure and Operations Department operational plan is well communicated and understood at all levelsOptimize resources, ensure team is efficient, and provide recommendations for improvementDevelop budget requirements for IT Infrastructure and Operations Department ensuring alignment to plans and needsDevelop procedures ensuring all actions are conducted in a systematic mannerTake operational decisions and escalate key decisions to senior management when requiredFinalize infrastructure and networks implementation plans to ensure their alignment to the IT enterprise architecture and applicable standardsOversee the design and development of servers, hardware, and networks to ensure their consistencyOversee the testing and validation of infrastructure components to insure reliability of the infrastructure in placeReview change requests to infrastructure and networks, and evaluate their impact on IT strategy and architectureReview and challenge infrastructure and networks business continuity and disaster recovery policies, frameworks, and mitigation plans to ensure reliabilityReview and approve datacenter expansion/addition plans and their impact on operations in order to maintain alignment with expansion strategiesOversee datacenter operations including maintenance and performance to maintain performance across facilities and regionsProvide direction on IT assets management and disposal ensuring decisions are taken in accordance with IT policiesOversee the design and development of databases ensuring quality and business requirements are metReview reports related to systems operation, application logs, data backup and archiving, etc. in order to support clear decision making and development of corrective actionsProvide directions on actions and improvements to be taken based on reports generatedReview helpdesk processes and supervise helpdesk service and ticketing system ensuring requests are handled on time and according to quality standardsEvaluate helpdesk performance, operational and technical reports, as well as end users’ satisfaction survey results, to provide direction on plans for enhancementContribute to employee performance management, and provide formal and informal feedback in order to support professional development and maximize performanceBuild and maintain solid relations with external stakeholders such as governmental entities and consultants to serve WTTCO’s best interestProvide assistance across the organization and support peers when needed to perform their dutiesApprove reports and presentations related to IT Infrastructure and Operations Department activities and achievements for reporting and decision-makingPerform other activities as and when requiredQualifications and Experience:A minimum of 8 years of experienceBachelor’s degree in Information Systems, Computer Science, or any related field