Purpose of the Job

To plan, manage and support IT Applications and perform all support activities within the specified area.

Job Objectives

  • To plan and manage all activities within the area of technology and within his/her responsibility
  • Monitor and control allocated human and material resources
  • Manage re-active tasks
  • Planning, managing and controlling projects within the specified environment
  • Managing Third-Party software releases
  • Do Software configuration
  • Contribute to Design of Software enhancements
  • Liaise with relevant teams and drive infrastructure enhancements
  • Drive Change control process
  • Manage project dependencies, team and stakeholder relationships as it relates to the project
  • Co-ordinate and integrate activities across multiple functional lines
  • Provide back-up to relevant managers
  • To ensure timely and effective communication with the delivery team, stakeholders and the business support users
  • Liaise with other managers within the ICT functions and within the business
  • Manage user expectations through regular communication with the user group
  • To effectively manage the day to day IT operations within the specified area
  • Create procurement orders and change requests
  • Follow-up of procurement orders and change requests
  • Monitoring and following up of all open service desk calls
  • Identify and resolve any support call trends
  • Handle any relevant support issues
  • User Support in the specified area
  • 2nd Level Support for the specified area
  • Support for 1st level support on the service desk
  • Train 1st level support
  • To efficiently manage relationships and deliverables within the specified IT environment
  • Investigate new technologies within the specified area
  • Manage software bug and Enhancement lists
  • Vendor call management
  • Manage SLA with vendors
  • Schedule change requests with both internal teams and vendors

Qualifications

  • IT related Diploma / Degree (Desirable)

Experience

  • 5 years broadly skilled in information and communication technology (Essential)
  • 5 years of knowledge of all stages of systems development from specification to implementation (Essential)
  • 3 years exposure to vendor management (Essential)
  • Exposure to working in a Scrum Team (Essential)

Knowledge and Skills

  • Problem-solving skills (Essential)
  • Interpersonal skills (Essential)
  • Communication skills (Essential)
  • Project management skills (Desirable)
  • MS Office suite (Essential)
  • Jira (Desirable)
  • Analytical Skills (Essential)
  • Applying expertise and technology
  • Planning and organising
  • Delivering results and meeting customer expectations
  • Relating and networking
  • Persuading and influencing
  • Adapting and responding to change