JOB
OBJECTIVE:
To manage and
supervise day-to-day IT Data Center operations to resolve reported technical
problems by reviewing problem logs and trends in problems reported and
recommending strategies for operational and technical improvements.
Description
Data Center Operations
Monitor customer feedback on help and support provided and continuously seek improvements – ensure that all inputs from customers are appropriately managed and learn from difficulties faced.
Prepare preventive and corrective maintenance schedule on datacenter operations to ensure optimized downtime is scheduled.
Service Level Agreements (SLA'S):
Liaise with other IT section heads to develop service level agreements with BU's and provide ongoing support of hardware and software in line with the SLA terms and agreement.
Help Desk Manuals:
Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
Records:
Maintain adequate records of support progress, in developing the files focus on the main areas of applications, hardware and office support so that specific sections can feel fully accountable for service improvements.