The Head of System Support will form a shared services support organization and will be responsible for policies, standards, procedures and oversight of Infrastructure and operations management of the IT Infrastructure systems
Responsible to plan, direct, and coordinate the design, installation, and connectivity of computer systems and network infrastructure to ensure the stable operation of the IT assets.
Reporting to SVP
Drive a program to enable ISO 20000 for IT Service management system which is modelled on ITIL. Achieve the same within 12 months. Validate the same thru an external assessment.
Review, refine and implement standard policies and SOP for System Support management (including version upgrade, patch management procedures), so as to keep the systems at current levels of OEM support levels.
Work closely with Security team to ensure Infrastructure Security standards is maintained at all times
Capacity Planning and monitoring
System Performance management
Develop, implement, and maintain policies, procedures, and associated training plans for system administration and appropriate use.
Practice asset management, including maintenance of System component inventory, life cycle management and related documentation.
Establish service level agreements and ensure these are achieved.
Provides ownership of problem thru final resolution of System software (OS, Middleware, MQ, and Database).
Conduct research and make recommendations on Infrastructure products, services, protocols, and standards in support of network procurement and development efforts.
Negotiate with vendors, outsourcers, and contractors to secure System Infrastructure products and services.
Assess, approve, and administer all equipment, hardware, and software upgrades.