IT Infra Operations

**JOB PURPOSE**:
The purpose of this role is to drive and manage the entire IT Infrastructure Operations and IT Infrastructure Engineering, through internal engineering and support teams and managed services vendors. This role also develops the overall strategy for infrastructure, implement and operate it.

ACCOUNTABILITIES /KEY RESPONSIBILITIES:

- Lead, manage, and supervise internal IT Infrastructure Operations support team in delivering IT support services to respective stakeholders that guided by set of KPIs/SLAs to be met and ensure operational efficiency and availability of infrastructure and smooth IT operations to business. Manage entire IT Infrastructure Operation and Support vendors/partners including in areas where services are outsourced to Managed Services (MS), and ensure that support is delivered as contracted for all areas nationwide including celcom retail outlets (bluecubes).
- Enforce and ensure IT infrastructure Operations teams are delivering the support services through standard best practice framework such as ITIL.
- Drive and ensure infrastructure operations and engineering are in adherence and in 100% compliance with Celcom security policy and minimum baseline for standards.
- Plan, strategize and implement the infrastructure operation improvement to achieve the target roadmap for IT infrastructure operations as set in yearly Business planning.
- Monitor and track effectiveness of Managed Service vendors/partners/internal support resources against SLA/KPI's through service performance review and report.
- Enforce adherence of internal and external teams to Change Management process for related areas and enforcement to ensure all system changes for production are registered.
- Plan, execute and monitor AMC renewals, technology upgrade/refresh and implementation by team on routine basis for applicable systems within IT operations and cover the requests received from business.
- Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions.
- Supervise and coach managers/team leads on regular basis and ensure team is on right track and in line with ITBP for the respective year. Engage, manage and liaison with expertise from vendors and other 3rd parties.
- Supervise and coach managers/team leads on regular basis and ensure team is on right track and in line with ITBP for the respective year.
- Lead and conduct regular operational review meetings with vendor and internal support groups focusing on the service improvement and increase of support level to reduce the incident calls, minimize incident resolution time.
- Manage and Deliver IT end user computing inclusive of messaging platform (MS Exchange/O365), Active Directory Domain services and ensure that services are up and running optimally with setout support requirement from Microsoft.

**QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES**

QUALIFICATIONS:
Master's degree in the field of Information Technology, Engineering or computer science,

EXPERIENCE:
More than 12 years working of experience with below abilities:

- Knowledge and experience in organizational effectiveness and IT Infrastructure operations
- Knowledge of management principles and practices
- Knowledge of project management principles and practices
- Information technology skills
- Human resource management
- IT Telco industry operations awareness
- ITIL, ISO20K, ISMS27001 & COBIT best practices for operations executions
- Telco Business and Sales Support System including Sales & revenue system (BSS & OSS) including CRM, SAP, Billing/charging/Rating, Messaging, Analytics, digital, data modelling, etc.
- Infrastructure Solutioning and consulting.
- Infrastructure Technical Project management.
- Infrastructure Engineering, Strategy, Design and Planning.
- Infrastructure Security and Auditing.

**TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS**

**Technical Skills**:

- Good knowledge of Oracle RAC cluster Environment.
- Good knowledge of Oracle OVM Clustering and VMware vrtual environments.
- Good understanding of engineered systems like Oracle Exalogic, Exadata, IBM Neteeza, HP Superdome.
- Good understanding of UNIX/LINUX/Wintel Operating systems.
- Good understanding of Oracle DB, IBM DB2, SQL, and MySql databases.
- Good understanding of EMC, HP, IBM and Oracle Storage.
- Good understanding of backup technologies especially Data Domain and Netbackup.
- Good understanding of Active Directory services, Microsoft Exchange on premise and Microsoft O365 cloud.
- Good understanding of End Computing and up to date with latest upcoming trends in end computing.