• Accountability of Group wide IT service delivery and IT operations
• Managing and enhancing ITIL based Service Desk covering Incident, Problem and Change Management practices
• Establishing SLAs & OLAs, Workforce planning & management
• KPI planning, management, monitoring, enforcement and continuous improvement of deployed IT services
• Implementing and monitoring continuous data and systems backup, testing and recovery practices
• Undertaking overall accountability for the IT hardware and software inventories
• Overall accountability for all the IT Service Desk data and logs, covering SR, Incidents, Changes, CI\xe2\x80\x99s, CMDB and inventories
• Managing the IT procurement processes for key Infrastructure projects and initiatives, covering SoW, RFP, tendering and implementation

• Technical designing, implementation and management of data centers, infrastructure, network & security, systems, servers, storage and cloud technologies
• Creating infrastructure, systems and server standards, policies and OLAs
• Responsible for major changes and releases, architecture improvements, network and data security and automation of IT infrastructure monitoring and management processes
• Maintaining and ensuring network and security infrastructure is aligned as per 5 years technology plan/roadmap.
• Performing network audit and analysis of existing networks to identify areas of improvement
• Managing and ensuring IT Disaster Recovery solutions are updated, tested and operated correctly during disasters thereby ensuring business continuity
• Owning and managing AMCs for all network, communication and security technologies

• Managing the capacity, storage planning and database performance
• Enforcing the Identity and Access Management policies and processes across the group
• Leading the design and implementation of servers, storage and systems across the group
• Owning and managing AMCs for all servers, storage and systems

Profile

• Post Graduate or Graduate in information technology, computer science, engineering or related field
• At least 10 years of technical and IT management experience. Retail sector experience is highly desirable
• Strong knowledge of network protocols, network components, network operating systems and security standards.
• Good understanding of Project Management frameworks and principles
• Strong knowledge of IT Service Management (ITIL V3 or V4)
• Network Certification: CCNA, preferably CCNP
• MCSE
• Virtualization, storage and administration certifications
• Excellent oral and written communication skills
• Strong management and people development skills
• Solid technical knowledge to lead technical experts
• Passionate and skillful at business process improvement and service quality improvements
• Excellent problem solver with advanced critical and strategic thinking skills
• Strong customer service and conflict resolution skills