o Oversee all IT operations and ensure up-time of the data center, support / operations, network, end-user systems and manage Help Desk.o Supervise and assign IT Staff daily jobs and check lists, train them on all needed theoretical, practical procedures and report directly to CIO - Chief Information Officer.o Develop and adapt any ideas that bring IT services to higher level and recovers any gaps that might face in IT Dept.o Manage Helpdesk, Support, Operations and Network staff.o Initiate and implement new IT technologies. Make recommendations to improve system performance where required, maintain IT security standard and policies.o Documenting, archiving all correspondence and troubleshooting, follow up suppliers’ visits and maintenance.o Consults with vendors regularly to develop and implement proposals based on business needs.o Creates, modifies or updates IT processes or systems documentation, including establishing standard support procedures.o Actively contribute in Quality and Safety standards requirements of the Hospital obligations.o Prepare and maintain documentation for all responsible activities.o Coordinate and supervise the management of IT assets and records.

o Responsible for identifying technology needs to deliver IT value and working with the clients to coordinate and supervise the delivery of IT solutionso Performing and conducting ISMS (ISO/IEC 27001) & ITSM (ISO/IEC 20000) complianceo Identify, evaluate and minimize risk to IT systems and processes in line with preset standardso Define and lay down policy for technical, operational and management security controls for risk reductiono Develop strategy for IT security improvement by assessing risks, keeping abreast of industry-wide trends and identifying/anticipating threats and vulnerabilitieso Monitor and report abnormalities, security violations and system inefficiencies through scheduled and surprise audits to identify security breacheso Identify and assess new potential risks and draws up strategy for risk assessments, mitigation and vulnerability auditso Deployment, integrate and configure of all new security solutions and enhancements to existing security solutions with respect to the customized infrastructureo Work with internal and external stakeholders to define business and systems requirements for new technology implementationso Participate in the creation of all enterprise IT security documents (sops, process policies, standards, baselines, guidelines and procedures)o Maintain technical knowledge by attending educational workshops and reviewing publicationso Recommend additional security enhancements, solutions and purchaseso Conducts security awareness training as and when required

 Design, Deploy and Managing the total IT infrastructure for Dolphin Group Lead, Guide & Monitor IT Infrastructure team. Also, to act as technical mentor and trainer Managing overall IT service delivery, establish appropriate business SLA’s to support the business growth and maintain a standard set of appropriate ITIL based practices Establish system by planning and executing the selection, installation, configuration and testing of PC and server hardware, software, networks, operating and system management systems Maintain system performance by monitoring, analysis, performance tuning; troubleshooting system hardware, software, networks; designing and running system load testing; escalating corresponding problems to associated vendors Secures system by developing system access, monitoring, control and evaluation. Apply OS patches and upgrades on a regular basis Work closely with Human Resource to ensure that all the resources are trained, assessed, monitored for performance and rewarded according to their level of abilities. Overlook hiring, appraisal and motivation

 Manage KJO ITD 24x7 Service Desk’s Incident management on day-to-day basis (Configuration, Deployment, Support, Change and Escalations) Provide telephone, email, remote & onsite support to over 5000+ end users Recommend, upgrade and implementation Systems (H/W, S/W, Network and IT Infrastructure)  Perform maintenance routine check and reporting all the issues related to IT Infrastructure systems Oversee all aspects of the Managed Services offering to ensure key KPI’s, OLA & SLA are being met throughout the course of the engaged project practices across KJO Shared Services Vendor(management, negotiation, appraisal, review) for delivery of all IT products Establish and maintain a standard set of appropriate ITIL based practices  Provide clear direction, coaching and support to clients and project staff Ensure ITD procedures/policies are followed at all times and escalate problems as appropriate Constantly maintain high awareness of applicable client’s HSE procedures

 Assist regional Warranty Service Provider & Exclusive Service Provider Engineers (onsite support) to troubleshoot and isolate the problem maintaining and upholding IBM policies  Ability to follow procedure and efficiently trouble-shoot network, hardware and software issues Coordinate with other teams leads to ensure that quality standards are adhered throughout all deliverables to the clients consistently  Coordinate project and delivery schedules to ensure that SLA is met  Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability Act as the prime point of contact in securing the technology standards of the Centre while providing its technical requirements Track inbound and outbound call metrics as required in order to collect customer service delivery metrics Collect, collate and develop customer service delivery key performance indicator metric reports Understand the business needs, design and lead the delivery of adequate IT solutions with the objective of driving substantial improvements in operational and commercial performance for IBM Global Services Provides emergency on-call support on a rotating schedule

Job Profile- Attend field calls about technical issues with products supplied to the users by the company. - Troubleshoot and diagnose problem via phones, research resolutions, apply methods, and run tests to ensure that specific issues have been resolved. - Visit client premises to troubleshoot hardware issues and monitor from time to time. - Annual maintenance contract is provided to ensure that all is well.