IT Administrator

**JOB DESCRIPTION (Digital and Business Technology Officer)**

**Duties & Responsibilities**

**BAU / Service Management**
- Ensures efficient and effective IT operations daily
- Manages all IT related infrastructure and service delivery processes
- Ensures proper implementation of agreed plans and policies in rendering services to clients
- Takes overall responsibility for operational support incident management and request fulfilment, as well as any other activity assumed by the operational support, such as monitoring certain events.
- Escalates major/long-running tickets to the Regional Digital and Technology Group
- Handles the Regional Digital and Technology Group’s execution of BAU process improvements
- Collaborates with the Regional Digital and Technology Group to develop, enforce, and document standards and procedures.
- Creates, and presents various BAU-related service reports to the Country LTs and Regional Digital and Technology Group
- Assists in training end users on various systems or productivity tools to improve operational capabilities and efficiencies

**Vendor Management**
- Oversees and directs the activities of the vendors providing project delivery and technical support
- Organizes and attends regular vendor meetings to discuss projects and BAU matters
- Provides vendor performance review on a regular basis
- Reviews SLAs and vendor KPIs on a monthly governance meeting with service delivery team

**Project Delivery**
- Executes project tasks or oversees project resources’ execution of the tasks
- Escalates delays in tasks execution or any items that will require Country or Regional-level decision

**Stakeholder Management**
- Communicates with all parties involved in the service delivery process - team members, customers, and country LTs
- Develops and maintains relationship with internal customers

**Other Duties**
- Perform other job or expertise related assignments in order to develop one’s self and/or share one’s expertise resulting to support for operational efficiency

**Requirements & Qualifications**
- Bachelor’s Degree in Information Technology, MIS, Engineering, or Computer Science Related courses
- 2-3 years’ experience in an IT enterprise support role or retail IT support
- Must be good in Communication, Planning and Organization, Stakeholder Management, Critical Thinking, Influencing, Attention to Detail, Initiative
- Leadership Competencies: Lead Change, Results Driven, Build Coalition and Collaboration
- Must have a good experience in Technical Support (Hardware, Network, Software), Productivity tools, Security, POS and Vendor Management

**Salary**: $3,000.00 - $4,000.00 per month

Work Location: In person