Senior Manager - IT Operation & Innovation

Job Purpose:

- To Lead IT operations to support all users across all locations -

- End User Services, SLAs and application performance

- Information Security & Process Implementation

- Infrastructure Planning & Optimization

- Drive Special Projects for service optimizations

- To drive innovation in IT capabilities to maximize the business impact to enhance ROI, Productivity & C-SAT of all users. To work closely with other department and management concerning the authority's information technology programs including:

- Infrastructure

- Applications

- Enterprise information management

- Technical support

Expected End Results:

- Innovation

- Infrastructure Planning & Optimization

- Monitoring Local IT Needs / satisfaction - EUS, Networks, Applications & IT Security.

- OTD of IT Operations & Support MIS

- IT Assets Management

- End User Management

- Mobile Solutions

- Focus on IT C-SAT, IT Delivery for CIT & NOC

- Change Management, Training, Adoption, Validation

- Information Security & Process Implementation

- Contribution to annual IT Plan

Major Challenges:

The challenges thrown in this scenario:

- Non Availability of existing /ready processes.

- Ensuring a high level of service from IT Service Partners Maintaining quality levels

- Strategy for seamless integration of multiple technologies in a complex eco-system

- Lack of trained manpower at field level for managing day to day operations

- Access to sophisticated applications by roaming field staff & technicians

- Ensuring high level of service from IT Service Partners and non-IT/sub partners at same platform

- Accuracy of Master Data

Handling the challenges:

- Enabling Field staff to capture real time info via mobile apps.

Business Environment:

- Understand present and upcoming IT needs

- Engage with the IT partners to enhance their capacity

- Active engagement with the other business verticals of the organization, especially technical, O&M and IT to understand issues and deliver as per customer's requirement

- Engaging with the IT partners & non-IT/sub partners to enhance their capacity

- Scalability of systems deployed to cater the massive growth planned by the company by 2015

- Process Redesigning for current & future requirements.

- Real time KPI on mobile to improve performance.