Job Description

Responsibilities:

• Incident and Service Management:
• Act as the primary point of contact for all IT incidents and service requests, providing timely and professional support via phone, email, and in-person.
• Oversee the logging, prioritization, and assignment of incidents and service requests using Jira ITSM tool, ensuring thorough documentation and effective resolution tracking.
• Take ownership of incidents, manage them through to resolution while strategically escalating to appropriate teams to maintain SLA compliance and enhance service delivery.
• Technical Support, Network Administration, and Application & System Management:
• Provide Level 1 and Level 2 support for laptops, standard applications, customized business application and IT infrastructure components.
• Manage user accounts, permissions, access controls, and oversee routine backup processes to ensure data integrity and security.
• Troubleshoot and resolve issues related to network connectivity, infrastructure components (e.g. printers, access control systems, CCTV), while conducting root cause analysis for recurring problems to implement long-term resolutions.
• Collaborate with corporate teams to manage network infrastructure, including setup, installation and maintenance of network switches, wireless access points and controllers. 
• Lead in the setup, configuration, and support of Video Conferencing (VC) equipment including Microsoft Teams Rooms (MTR) and integrated VC solutions for meetings, events, and conferences, ensuring seamless communication and connectivity.
• Asset Management and Procurement:
• Oversee the lifecycle of IT assets, including procurement, configuration, maintenance, and disposal, ensuring optimal resource utilization and compliance. 
• Coordinate with vendors for quotations, manage purchase orders, and streamline delivery logistics, while ensuring adherence to contractual obligations and budget constraints.
• Maintain comprehensive and accurate records of licenses, contracts, and statutory compliance related to IT assets and services, facilitating effective audits and reporting.
• Security and Compliance:
• Implement and enforce security policies and procedures to safeguard the company's IT infrastructure from cyber threats.
• Monitor and maintain compliance with quality standards, service level agreements, and regulatory requirements.
• Manage incident response initiatives in the event of a security breach or system failure. 
• Participate in ISMS audits by providing insights and documentation related to information security practices, ensuring compliance with established standards and continuous improvement of the security framework.
• Vendor and Partner Management:
• Engage with vendors and partners to resolve technical issues related to hardware, software, and IT services.
• Liaise with authorized service providers for warranty claims, replacements, and service maintenance.
• Evaluate vendor performance through regular assessments and feedback, ensuring alignment with organizational goals and service level agreements. 
• Negotiate contracts and service agreements to optimize costs and enhance service delivery. 
• Monitor industry trends and emerging technologies to improve service offering internally. 

Job Requirements

Requirements:

• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Minimum 5 years or above working experience in IT field. 
• Familiar with incident management systems and ITIL framework practices.
• Effective communication skills with a customer-focused approach while ensuring compliance with ISMS standards and regulations. 
• Ability to manage multiple priorities and work effectively under pressure.
• Possess continuous improvement and digitalization initiatives mindset.
• High Integrity and demonstrate sound work ethics, promoting a professional and respectful work environment.

Skills