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Rolnoah.ogori@live.com e
Purpose Statement To
Provide reliable, secure and readily available information systems (which
include databases, operating systems, application systems and the supporting
infrastructure) in consultation with systems vendors where necessary in order
to ensure consistent
and reliable IS Services.
The
role has the responsibility to perform systems control, monitoring,
evaluation, analysis and recommend areas of support improvements including
recommendation of tools, minor systems modifications and upgrades in order to
improve efficiency, productivity and create value add to the IT services.
The role has the responsibility
for consultation to IS development section and the business to provide
technical support to all IS Business application projects to deliver projects
on time and within budget.
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Provide service that meets the SLA
agreements by resolving calls within 2 hours resolution time ·
Ensure the % system and user availability
of all systems is well above the SLA levels. ·
Manage the external (S/W & H/W)
suppliers to ensure they meet their SLA ‘s. ·
Provide trend
analysis reports to the IS management team in order to support in decision
making ·
Ensure
standardization and documentation of systems, support techniques, and
adherence to defined IT service management processes in order to ensure
availability and reliability of systems and services. · Work
closely with Problem Manager to identify trends and the impact to the
business in order to identify root cause, and resolve problems within agreed
SLA times. ·
Test, Monitor, and support all interfaces
in order to ensure IT service availability and reliability. ·
Work with the
Business systems implementation team to ensure optimal hardware sizing to
application in order to guarantee service availability and eliminate waste. ·
Collaborate with the
IS Development team to ensure problems that may require further systems
development are addressed within agreed SLA times. · Maintain sound backup and recovery policies and
procedures, communicating regularly with technical and operational staff to
ensure IT service continuity. · Review all systems security weaknesses, exposures,
vulnerabilities and implement security configurations and controls to close
and harden them. · Review, document and maintain security configurations,
controls and standards of systems, applications and infrastructure to ensure
their security and integrity. · Maintain sound backup and recovery policies and
procedures, communicating regularly with technical and operational staff to
ensure IT service continuity. · Maintain
the Operating System software, Database management system and hardware
firmware, installing all patch upgrades as needed in order to ensure entire
systems security and resilience. · Perform
proactive review of applications and systems performance metrics and alerts
to ensure event correlation and trend analysis are performed on a regular
basis. · Proactively manage and monitor capacity, performance,
availability, integrity and security of the databases using appropriate
reporting & monitoring tools. ·
Embrace team work to
provide cross-functional support as needed, consulting with technical experts
or vendor as necessary to solve difficult problems · Manage
and coordinate system upgrades, modifications, and customizations with
outside vendors, end-users, and IT resources ·
Recommend & Implement value adding
improvement, monitoring and automation tools to improve productivity and
lower costs. ·
Ensure timelines,
standard operating procedures and other documentation for new project is
maintained for smooth transition and post-implementation support ·
Provide technical
expertise and direct support for the planning, coordination, and
implementation of software projects to in order to get the projects delivered
in time and within budget. ·
Be involved in
design of Information System Projects for technical advice in conformity with
IS standards to deliver implementations that conform to KQ standards.
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Performance
Indicators
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Competencies 1. Result oriented 2. Self-motivated 3. Innovative 4. Drive and resilience
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Knowledge,
Skills, Experience
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