Job Objectives

To oversee all aspects of IT infrastructure including Communication (LAN, WAN, email, etc.), and end user support to ensure that the quality of service delivered consistently meets Milaha’s business requirements.

Key Roles & Responsibilities
  • Build IT policies and procedures for infrastructure, which should align to the overall IT policies and procedures and should also take into account the Fleet IT
  • Develop and implement improvement plan for infrastructure project portfolio
  • Develop and implement improvement plan for services portfolio
  • Create and maintain a technology infrastructure plan
  • Evaluate IT staffing requirements
  • Configure infrastructure components and develop a strategy and plan for infrastructure maintenance
  • Develop strategy to put into operation the infrastructure solution
  • Assure that any emergency and critical change (as result of infrastructure changes) follows the approved process
  • Installation of new system/security releases and decision of roll back
  • Create service improvement plan
  • Conduct IT resources performance and capacity forecasting
  • Continuously monitor and report the availability, performance and capacity of IT resources
  • Develop IT continuity framework including criticality of IT configuration items, backup storage and protection plan, incident and disaster thresholds, disaster service requirements, roles and responsibilities, and regularly test IT continuity plan
  • Conduct business impact analysis and risk assessment for infrastructure
  • Identify and categorize infrastructure based on recovery objectives
  • Define and execute change control procedures to ensure IT continuity plan is current
  • Develop follow-on action plan from test results
  • Actively contribute and participate in Milaha Health & Safety, Security, Environment and Quality consultations, training and initiatives
  • Provide recommendations on new hires and ensure the availability of all resources required to perform assigned tasks and activities
  • Supervise staff, assign work activities, monitor performance, and review results
  • Act as a coach to subordinates, identify their training and career development, recommend training courses and follow-up on their personnel records such as timesheets, discipline, vacations, leaves and absenteeism
  • Perform other job-related duties as assigned
Education & Professional Qualification
  • Bachelor’s Degree in Information Technology, Computer Engineering or equivalent.
  • Professional Experience – At least 10 years of experience in managing infrastructure and end-user facing operations and services.
    • Demonstrated knowledge of ITIL and/or ITSM (Incident, problem (including root cause analysis), change, service request, capacity planning, configuration management, etc)
    • Diverse technical skills in multiple disciplines (operations, telecommunications, end-user services, and project engineering)
    • Experience in developing and communicating technical strategies and plans
    • Business management skills in terms of developing and assessing business cases for IT investments
    • Demonstrated vendor negotiations skills