Head - IT

JOB PURPOSE

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities:

Ensure End to End delivery of IT Service requirements to Stakeholders as per agreed service levels and provide service performance reports.    99.9% Uptime of  Services (Critical Services)
Understand current requirements and utilization levels of IT infrastructure and design capacity to meet current and future requirements.    Threshold Alerts Breaches
Contract Management for IT Products and Services Acquisitions and  evaluate Performance  of vendors for conformity to  contractual requirements    Procurements (Planned Date Versus Actual Date.)
SLA Breaches Versus  Penalties Imposed

Incident Manager and Second Line  of  trigger  to customers for  closing escalations     Escalations Received Versus Closed @ At Second Level 
Responsible to plan and document IT Annual budgets. Review and Approve IT Billing for Payments. Reducing Operating expenditure    Planned Versus Actual Budget Utilizations.
Responsible for operational Resources -    Goals, Performance, Trainings, 24x7 Shifts, and Business Continuity Requirements.    Planned Goals Versus  Actual Performance 
Planned Versus Actual Trainings
Planned Versus Actual Business Continuity Tests conducted.

Approve new or changed operational requirements of concessionaires, and retailers.    Average Age of Change Requests
Responsible for all Data Centers at Terminal Building and other locations.    
Support new projects which include online EPOS, CCTV, SHA modification, New FIDS, BMC and VMware implementation.    As per schedule.
Responsible for Knowledge Transfer 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.
  • Identify 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, in order to reduce the duration of incidents/help tickets and improve first-contact fix rates within the scope.

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 (Electronics & Communications)

RELEVANT EXPERIENCE

    20 + years  in  IT industry with at least 3 + years of experience from relevant industry

COMPETENCIES