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. · 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. Performance Indicators Errors, vulnerabilities and attacks Performance measures against SLA SLA/ Contracts compliance Disaster Recovery Policy compliance Security policies compliance Database Optimal Performance up-to-date Configuration database updates Up-to-date knowledge base updates Competencies 1. Result oriented 2. Self-motivated 3. Innovative 4. Drive and resilience Knowledge, Skills, Experience University Graduate in IT or related field Three years experience in system/database administration Oracle Certified (OCA) Certification in Unix/Solaris/Linux administration Good understanding & problem solving techniques in Sun Solaris/ Linux o/s Experience in ITIL Service Delivery Framework (ITIL Certification is an added advantage). Good hardware and Networking skills Analytical Skills Communication skills Customer care skills