The Job

The primary responsibility of this role is to manage and develop the ICT network and infrastructure services in support of the strategic and operational business requirements of the organization, ensuring the security and optimum performance of the network and infrastructure services.



Services & Operations

• 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

Network, Security and Communication

• 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

Servers, Systems & Storage

• 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

Rivoli Group