ICT Operations & Technical Support Director

Job Purpose

ACCOUNTIBILITIES

• Develop IT operations & technical support domains strategy.
• Oversee all technical systems and software applications of the organization.
• Ensure that all operational procedures are up-to-date with industry best practices and regulations.
• Explore new operational strategies to help the company scale and grow.
• Hire, train, and develop the technical and operational teams, including developing KPIs, and monitoring & evaluating performance.
• Manage and make decisions to improve customer satisfaction and develop processes that ensure a high level of service quality.
• Monitor IT key performance metrics and make recommendations for improvement.
• Collaborating with cross-functional teams to ensure that technical solutions are effectively delivered and aligned with business needs
• Ensuring that technical infrastructure is compliant with relevant regulations and standards
• Manage & maintain relationships with IT vendors
• Stay aware of new market technologies, come up with initiatives to improve processes & operations
• Developing and managing IT budgets related to Ops & technical support.
• Responding to audit inquiries from internal, external auditors & ICT governance.

Position Requirements

Educational Requirements: 
Bachelor of Communication Engineering, Computer Science or related field
Special Certification or Training Required: MBA, Strong knowledge of ITIL, TOGAF and COBIT IT governance framework (Certification is a plus)

Required Industry Experience:  
A minimum of 15 years of experience managing diverse teams

Technological Requirements:  
Experience in technology platforms, infrastructure management, etc…

Comfortable working in a fast-paced and continuously changing environment.