IT – Associate Manager

Role Purpose (overall high level summary of the role)

• Provide the required support to the management team in ensuring seamless operation and support to the customers.
• To provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction.
• Efficient problem resolution and maximize the system availability.
• Review the frequently faced system problems and work on the improvements.
• Identify pressure points and minimize risks.
• Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs.
• Strictly adhere to the set procedures and follow the guidelines. Provide IT Management Team with needed reports for analysis and decision-making.

Major Challenges:

• The major challenge of the jobholder is to be able to deliver quality results under high stress conditions and occasional out of office hours.
• The jobholder needs to adapt with the high service demands in a constantly changing environment.
• Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the SGS Infrastructure.
• Be responsible for ensuring the Service level Agreements are met by Third Party Vendors and the GTI department itself.
• Promote Work and Life Balance within the team by ensuring the staffs are well optimized and the tasks are distributed accordingly.

Education / Relevant Experience / Other Qualifications

• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering.
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Ability to work well with others in pursuit of business aims.
• Energy, enthusiasm, and commitment to the business unit.
• Positive response to and recognition of the need for change.
• Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative.
• High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development.
• Sound technical knowledge on the related business areas.
• Willing to work on different shifts and be assigned to other sites/location if required.

Pre-requisites:

• MCP, MCSA, MCSE, CCNA ,  ITIL Certification or equivalent preferred, with a minimum of 5 years of Experience in the relevant field.
• Familiar with Project Management and methodologies.
• Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, VMware Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc.
• Familiar with standard concepts, practices, and procedures within information technology.