The role is responsible for ensuring operational stability, supervising IT support activities, maintaining infrastructure performance, and supporting critical business operations with minimal downtime.
IT Operations & Team Supervision: •Supervise daily IT operational activities across multiple sites and operational environments. •Assign and monitor daily technical tasks for IT support staff. •Ensure adherence to incident management, change management, and escalation procedures. •Provide hands-on L1, L2, and L3 technical support for infrastructure, systems, and end-user issues. •Support operational continuity by resolving incidents efficiently and minimizing downtime. •Monitor support ticket queues, KPI performance, and SLA compliance. Infrastructure & Environment Management: •Support and maintain LAN, WAN, Wi-Fi, and server infrastructure across operational sites. •Assist with Active Directory administration, user management, system access, and endpoint support. •Manage hardware installations, software deployments, upgrades, and troubleshooting activities. •Oversee CCTV systems, biometric access control systems, and surveillance infrastructure. •Perform routine inspections of server rooms, UPS systems, and network equipment. •Monitor environmental conditions and infrastructure health to prevent operational disruptions. •Support backup systems, disaster recovery procedures, and operational redundancy planning. Preventive Maintenance & Reporting: •Conduct proactive infrastructure health checks and preventive maintenance routines. •Identify network bottlenecks, hardware issues, and operational risks before they impact business operations. •Maintain accurate IT asset inventories, infrastructure records, and technical documentation. •Prepare operational reports related to infrastructure status, incidents, and support activities. •Ensure compliance with company IT procedures, operational standards, and security policies. Operational Resilience & Support: •Support failover and redundancy strategies for internet connectivity and operational infrastructure. •Maintain standby equipment and replacement procedures to reduce operational downtime. •Coordinate with vendors, service providers, and third-party technical teams when required. •Assist with infrastructure improvement projects, operational upgrades, and site deployments. •Contribute to continuous improvement initiatives across IT operations and support services.
