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Infrastructure And Service Delivery Manager At MicroAccess Limited

Date Posted: 24/Dec/2013
Deadline: Not Specified

Job description

Job Summary

This role is responsible for providing post implementation support services, management and maintenance of own and / or customer datacentres, network infrastructure & related systems. 

Job Details


Service & Solution Design:

  • Manage and set priorities for the design, maintenance, development, and evaluation of all support systems at client sites remotely and through on-site engineers
  • Conduct feasibility studies for various upgrade projects, improvements, and other conversions.
  • Develop and implement strategies for maintaining server and other IT  infrastructure and provide timely performance statistics and reports
  • Responsible for services and infrastructure capacity planning, optimisation and monitoring.
  • Anticipate customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  • Participate in the assessment and introduction of new technologies in conjunction with other team leads

 Service Management

  • In conjunction with other teams, negotiate, develop and execute SLA management
  • Ensure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
  • Actively responsible for the service delivery lifecycle( Service level management, Service reporting, Capacity management, Service continuity & Availability management and  Information security management)
  • Responsible for Resolution Processes i.e. Incident management, Problem management, and the Service Desk function.
  • Ensure business continuity planning and testing, change management, resource planning and vendor management
  • Work very closely with Account Managers and Sales team to identify service issues
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques detecting and diagnosing network problems.
  • Proactively ascertain and  direct service improvement to reduce cost while improving efficiency for internal and external customers
  • Manage high priority incidents, conduct lessons learned and implement remediation plans.
  • Manage the performance and development  goals of the team

Desired Skills and Experience

Competencies Required

  • Must have previous experience with implementation and support of  IT infrastructure      and service solutions
  • Must have an understanding of Cisco, HP, Oracle, Microsoft, VMware, EMC solutions(minimum of 2)
  • Strong understanding of disciplined infrastructure operational methodologies (processes and procedures, availability management, change management, capacity and performance management, life cycle and maintenance strategies, problem identification, issues correlation, root cause analysis, gap analysis, assessments, remediation planning) is required in this role to drive maximum value
  • Demonstrable experience managing medium sized core infrastructure related IT projects.
  • Experience managing external third party outsource service providers.
  • Able to understand and communicate the potential impact of emerging technologies on businesses and end-users and can analyses the risks of using or not using such technologies.

Qualification Required

  • A degree in a relevant field
  • A minimum of 5-7 years’ experience
  • Relevant certifications in Cisco/HP/Oracle/VMware/EMC/Microsoft
  • ITIL
  • ISO Trainings especially on Information Security will be added advantage

Method of Application

Please send application to [email protected] using the job title as subject


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