ENVIRONMENT:

OVERSEE the company infrastructure across client sites of a cutting-edge Digital Supply Chain Specialist seeking a highly experienced IT Manager to join its team. The role will have a distinct focus on ensuring the efficiency of the Tier 1 and Tier 2 Support teams & meeting the agreed target response time for clients. You will also manage day-to-day operations, including network and office infrastructure, cloud services, and database management. Long-term projects will include automation of support processes, network security, and cloud infrastructure management.

DUTIES:

Tier 1 and Tier 2 Team Management

Tier 1 Operational Centre:

• Manage the Tier 1 team, which operates on a shift basis to support IT requests from client sites.
• Ensure that the team meets the target response time of 5 minutes for client requests and escalates issues to Tier 2 when necessary.
• Shift Management: Ensure efficient shift coverage and manage scheduling to guarantee 24/7 support without response time delays.
• Team Development: Train and develop the Tier 1 team to handle requests efficiently, ensuring all team members are aligned with the target response time.

Tier 2 Team:

• Oversee the 24/7 Tier 2 team, which handles escalated issues and more complex network, server, and infrastructure problems.
• Ensure Tier 2 is available around the clock to provide critical support when needed.

SOP Development:

• Establish and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 teams to standardise issue resolution, ticket handling, and escalation processes, all aimed at meeting the target response time.

Infrastructure and Daily Operations

Network & Office Infrastructure:

• Manage and maintain PABX systems, WAN/LAN networks, and ISP monitoring across all offices and sites, ensuring continuous network uptime.

ISP and Vendor Management:

• Oversee relationships with ISPs across all sites and offices, ensuring reliable service, cost-effective contracts, and adherence to Service Level Agreements (SLAs).

Daily Database Backups:

• Ensure daily database backups are completed and monitored, maintaining data integrity and availability.

Support Ticket Management:

• Oversee the handling of support tickets across Eworks and WhatsApp platforms, ensuring Tier 1 addresses tickets efficiently and escalates unresolved issues to Tier 2 promptly.

Hot Standby PCs:

• Maintain a stock of ready-to-deploy "Hot Standby" PCs to minimise downtime in case of hardware failures.

Response Time Management and Optimisation

Real-Time Monitoring:

• Implement real-time monitoring systems for incoming tickets to ensure that the Tier 1 team consistently meets the target response time. Use tools that trigger alerts when response times exceed the target.

Automation of Ticket Routing:

• Automate the assignment of routine tickets to the appropriate team members, ensuring that client groups are prioritised for faster responses.
• Use automation to reduce manual processing time and eliminate bottlenecks in ticket handling.

Process Improvements and Long-Term Projects

Site Layouts and IP Deployment:

• Plan and document IT infrastructure layouts for each site, ensuring scalable and efficient deployment of IP ranges for new locations.

Automation of Tier 1 and Tier 2 Processes: