Job Description :

• Provides an exciting and challenging but fulfilling IT management career track to candidates who aims to keep up with the dynamic world of Information Technology and at the same time develop to become high-performing IT Manager
• Manages relevant, timely, innovative and cost-effective technology work environment solutions and services to our internal client support for Corporate Function, Domestic, Technology and Operations.
• Works with various internal local and global support, vendor partners, management and leadership teams of Accenture to ensure high-performance technology service delivery to the clients.

Technical Performance Area :

1. Ensures that IT Services are delivered based on agreed Operational Level Agreement (OLA) targets.
2. Escalation point for issues raised related to the IT services delivered by the IT Operations Teams in the facility.
3. Ensures that proper escalation of issues is performed, accurate information is provided in a timely manner, and that all interested parties are informed on the status of the activities.
4. Provides input to problem management activities such as root cause analysis, solution formulation and planning.
5. Reviews implementation plans for infrastructure changes or releases to ensure that these are accurate and comply with the organization’s configuration and security standard.
6. Performs other assigned activities or tasks which are aligned to the objectives set by the management.

Planning Performance Area :

1. Ensures that goals and objectives of the IT Operations Teams are properly defined and clearly established.
2. Ensures that the day to day activities of the IT Operations Teams are completed correctly on time.

• Ensures that guidelines and schedules on manning requirements are followed.
• Ensures that work plan, training plan and people program is set for the development of the IT Operations Teams.
  • Ensures that there is a proper capacity planning to support delivery of IT Services in the facility.
  • Worked with Functional leads for the budgetary plans, programs, and guidelines for both capital and operating expenses pertaining to the requirements of the Facility being managed.
• Ensures that capital expenditures and operating costs are well within the prescribed limits of budget plans.
• Supports the organizations service improvement initiatives i.e. innovation, automation, cost to serve.
  • Performs other assigned activities or tasks which are aligned to the objectives set by the management.

Organizing Performance Area:

1. Assists in defining the organization structure and the various functional activities of the IT Operations Teams, to ensure the effectiveness of the team, utilizing both asset and people resources to meet overall goals and objectives.
2. Ensures effective management and completion of projects/initiatives, that these are within specifications, schedule and budget.
3. Assists in the screening and hiring of qualified candidates, in accordance with the company’s policies and guidelines on selection and staffing.
4. Conducts interviews and screens candidates for the Team, and makes recommendations in hiring qualified staff, in accordance with the Company’s policies and guidelines on selection and staffing.
5. Performs other assigned activities or tasks which are aligned to the objectives set by the management.

Educational Requirements:

• Must at least have a bachelor’s degree. In any of the following
  • Bachelor in Computer Science or Information Technology.
  • Electronics and Communications Engineering
  • Computer Engineering

Work Experience and Competencies | Skills Requirements:

1. At least four (4) years experience in managing an IT Service Support Team, or at least on the same capacity.
2. Solid background in Service Support, Service Delivery, IT Service Management, IT Operations.
3. Knowledgeable in the following standards: ISO 20000, ISO 27001; or related standards
4. Project, Program and. Service Management Skills will be an advantage.
5. At least ITIL v3 Foundation certified. Other industry certifications will be an advantage.