JOB PURPOSE

ORGANISATION CHART

KEY ACCOUNTABILITIES

Key Accountabilities

• Ensure end to end delivery of IT service requirements to stakeholders as per agreed service levels and provide service performance reports.
• Understand current requirements and utilization levels of IT infrastructure and design ability to meet current and future requirements.
• Contract management for IT products and services acquisitions and evaluate performance of vendors for conformity to contractual requirements.
• Incident manager and second line of trigger to customers for closing escalations.
• Responsible for planning and documenting IT annual budgets (Capex & Opex),  review and certify IT billing for payments.
• Responsible for operational resources - goals, performance, training, 24x7 shifts, and business continuity requirements.
• Approve new or changed operational requirements of concessionaires, and retailers.
• Responsible for availability critical IT Sub-systems  and high performance of core devices.
• Support new projects which include any department of IT implementation and digital initiatives.
• Responsible for knowledge transfer and training to team members.
• Resolution of all incidents in accordance with the service level agreements.
• Manage the corrective action report process to ensure reports are compiled for all qualifying major incidents.
• Show continuous service improvements within IT and track these through to completion within a continuous service improvement register.
• Analyze all incident or help tickets not resolved by the teams to identify tasks that could be completed by resources, with adequate training and knowledge sharing by relevant teams, to reduce the duration of incidents/help tickets and improve first-contact fix rates within the scope.
• Manage and oversee the IT concessionaire to ensure they deliver as per the agreed service level agreement and contractual obligations.

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• State Owned bodies such as BSNL, Telecommunications for broadband  and wireless spectrum licenses
• Contact OEM  such as Oracle , Microsoft , BMC for procurement and  renewal  of  Licenses
• Review  vendor performance on periodic basis
• Seek payment clarification both outgoing and Incoming Invoices 
• To interact with Concessionaires/Retailers for providing any new requirements or resolve escalated issues.
• Interact with Corporate-IT and  Operations-IT teams to align with the requirements
• Provide support to internal and external audit requirements
• To interact with Promotional Event agencies and provide necessary support.
   

INTERNAL INTERACTIONS

• Interact with Head of Department to align Service Goals with Business Requirements.
• Interact with Shift Leads on daily basis to understand and resolve issues
• Interact with Security for AEP Work permits and Physical Security Requirements
• Interact with relevant stakeholders for terminal service Requirements
• Interact with relevant stakeholders for Datacenter requirements
• Interact with Technical services for HVAC and Power requirements
• Interact with AOCC for Work Permit Clearances and  Operational Requirements and Drills
• Interact with Vertical Leads to Monitor Infrastructure Requirements
   

FINANCIAL DIMENSIONS

Planned  Budget Versus Actual Utilization

OTHER DIMENSIONS

Service Level Target Planned and Achieved.

EDUCATION QUALIFICATIONS

• B. E – ECE or IT or CSE

RELEVANT EXPERIENCE

• 20 + years  in  IT industry with 
• Must Have Skills: IT Infrastructure Operations, IT Services Delivery, Digital Transformation 

COMPETENCIES