Initiate and manage demand process in Demand Portal (from Draft to DM1 approval)
Liaise with internal Digital teams (AS, OS, Finance) to progress demand in DP
Hand-over demand to project/delivery team after “DM1 approval” status is achieved
Monitor & follow progress of project/change delivery
Ensure the projects have up-to-date information in Demand Portal
Act as the owner to initiate the certification process for application to ensure security compliance. Be the SPOC between certification team and application team.
Deliverables:
Update progress of demand in DP at least once a week
Followup/escalate if project/change is not as per expectations
Define & maintain the IT landscape & roadmap
Prepare & maintain the inventory of infrastructure & applications used by the business (global, regional, local)
Perform periodic infrastructure & application review (collaborate with OS & AS as required)
Identify risks/areas of improvement & initiate EIT demand or support process
Deliverables:
o Update to date inventory list of infrastructure & applications
Establish an appropriate & effective governance model
Identify key business teams/stakeholders & seek for a nominee to formal & regular interactions
Setup interaction mechanism & reviews with the nominee
Proactively approach business team as trusted partner to CP &senior stakeholders within the country/Cluster to discuss and understand the strategy of the business and propose/provide support from digital team
Deliverables:
QBR with CP and senior stakeholders
Minutes of meetings/follow-up tracker
Define & maintain the IT budget
Perform annual budgeting exercise (in collaboration with EIT Finance)
Maintain IT budget consistency based on actual, ongoing changes & business evolution
Maintain the IT contract
Deliverables:
Annual IT budget baseline
Updates to baseline IT budget/contract
Ensure performance of standard EIT operations (service & support)
Follow up with EIT teams to ensure healthy status of support performance metrics (Aging backlog, SLA compliance, quality of service, user experience)
Use “complaint management” effectively
SPOC for business escalations
Review & recommend updates/additions to EIT Service Catalog relevant to business needs
Be the point of contact for regional and internal audit, make sure all audit points are compliance and feedback on time
Communicate to align perception with reality (Business perception of EIT)
Stay up to date with ongoing & new EIT initiatives & programs
Share/communicate with business in various forums & interactions
Cooperate with regional security team to improve the security knowledge by organizing event/communication/training
Use facts & data to influence perception
Participate & contribute in business transformation/growth
Support & guide business from IT perspective in transformations & growth initiatives
Work as interconnected roles in the project to realize global-regional digital roadmap
People management
Lead high performance team within country/cluster
Build an agile team with succession planning
Build the development planning for each team member. Coaching & mentoring members to archive the defined objectives
Keep the customer-first mindset as the core value in support team
IT Infrastructure
Solid experience on the IT infrastructure (LAN/WAN/Servers/Firewall/…) to hand-on or give proper instructions to local team; to follow up with local telco/vendor and regional OS/Connectivity team
SPOC for all IT infrastructure within country/cluster
Able to propose the new network design/requirement to GNOC team to discuss and archive the target
Qualifications
Bachelor's degree in Business, Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
7 - 10 years of experience working in IT operations
Experience in engagement with Business Leaders and understanding business process and priorities
Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies
Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems
Strong critical thinking and decision-making skills
Excellent project management skills and strong ability to prioritize
A firm grasp of IT infrastructure and operations best practices