• Develop project plans, timelines, and budgets for ICT projects.• Coordinate project resources, including personnel, equipment, and materials.• Monitor project progress and ensure adherence to deadlines and budget constraints.• Implement project management methodologies such as Agile, Waterfall and other methods as appropriate.• Lead and motivate cross-functional teams, including developers, engineers, and other technical staff.• Delegate tasks and responsibilities effectively, ensuring team members understand their roles.• Provide guidance and support to team members, resolving conflicts and addressing issues as they arise.• Conduct performance evaluations and provide feedback to team members.• Communicate project objectives, status updates, and milestones to stakeholders, including senior management, clients, and external partners.• Manage stakeholder expectations and address concerns in a timely and professional manner.• Facilitate meetings and workshops to gather requirements and feedback from stakeholders.• Identify potential risks and issues that may impact project delivery or operations.• Develop risk mitigation strategies and contingency plans to address identified risks.• Monitor and evaluate risk factors throughout the project lifecycle, adjusting plans as necessary.• Define quality standards and ensure adherence to best practices in ICT project development and operations.• Conduct regular quality reviews and audits to assess project deliverables and operational processes.• Allocate resources efficiently to support project activities and ongoing operations.• Procure necessary resources, including hardware, software, and third-party services, in accordance with budgetary constraints.• Manage asset inventory and ensure proper asset management practices are followed, including procurement, deployment, tracking, and disposal• Organise staff training and workshops in collaboration with key third-party vendors and internal SMEs

• Plan and direct client-facing and internal IT projects.• Define project scope, objectives, and deliverables in collaboration with subject matter experts.• Develop and execute project plans, considering scope, timeline, and resource constraints.• Develop and manage project budgets, ensuring financial goals are met.• Ensure projects are delivered on time, within scope, and budget.• Identify and assess project risks and develop risk mitigation plans.• Proactively address issues to minimise the impact on project timelines and deliverables.• Maintain comprehensive project documentation and ensure compliance with standards.• Identify, allocate, and manage internal and external resources effectively to meet project requirements.• Manage onshore and offshore development teams to deliver project outcomes.• Enable training opportunities and encourage professional growth within the team.• Formulate project strategies to align with organisational goals and client requirements.• Implement and enforce project quality assurance processes to ensure the delivery of high-quality solutions.• Implement effective change management processes to handle modifications to project scope, schedule, or resources.• Communicate project status updates to internal and external stakeholders.• Conduct post-implementation reviews for lessons learned, document and share insights for future improvements.• Identify areas for process improvement, implement best practices (Six Sigma), and foster a culture of continuous improvement within the organisation.• Collaborate with the sales team to create project quotations and project contracts based on client requirements.• Act as a primary client liaison, managing expectations and ensuring project alignment.• Vendor contract negotiation and management.• Establish and maintain strong relationships with all key stakeholders.• Lead and manage a team of project managers and an internship program.

• Define project scope, gather project objectives, requirements and goals.• Develop project plans and documentation.• Identify, allocate, and manage internal and external project related resources.• Track project progress throughout the project lifecycle and ensure the milestones are achieved as scheduled.• Monitor project schedule, update documentation and issues registers.• Create and distribute project status reports providing regular updates to all stakeholders.• Ensure projects are delivered meeting the deadlines and within the budget.• Design processes and develop required documentation to support internal application development.• Write detailed functional and non-functional requirements.• Perform system testing and user acceptance testing.• Conduct hands-on business analysis duties such as Data Analysis, Data cleansing, and Data migration.• Communicate business requirements to technical specialists, product developers, and vendors.• Manage third party vendor contracts.• Design new systems by analysing business requirements and produce documents such as use cases, workflow diagrams, entity relationship diagrams (ERD) and training materials.• Provide application and system training to various operational departments.• SME for all information system acquisition, implementation, improvement, and management.• Business process development and re-engineering.• Wholesale voice services ordering, allocation and billing.(Symbio Networks, AAPT, Optus)

• Manage a team of network engineers involved in provisioning services and providing network support to retail service providers and direct enterprise customers.• Conduct project management and project coordination duties.• Provide application and technical support to field engineers to roll-out new FTTH, VDSL and HFC networks.• The first point of contact for vendors and other third party organisation to maintain the consistency of end user applications.• Manage customer escalations and disputes effectively and keeping all stakeholders updated on the daily and weekly basis.• Facilitate coordination between onsite contact (Building Manager, Council, and Residents) and field engineers.• Analyse existing processes to identify gaps, design and implement high-level documents including process workflows, acceptance documents, upgrading documents, etc.• Monitor call and ticket queues to ensure all issues are addressed within agreed service levels.• Manage roster and ensure staff availability for daily shifts.• Ensure cross-functional engagement between various teams to maintain optimum service level.• Coach and mentor team on customer support with a focus on customer satisfaction. • Perform random checks on call closures and tickets closed on a daily basis.• Responsible for staff hiring, monitoring and providing effective feedback to the team.• Implement configuration changes to Cisco and MikroTik routers/switches.• Work closely with field technicians, resolving various types of network issues and unscheduled outage.• Prepare and organise network rollout equipment (Cables, Switches, and CPEs) for Field engineers.

• Provide technical support to corporate and residential clients.• Provide application support for over 15 enterprise-wide applications.• Answer an average of 50 calls per day by addressing customer inquiries, solving problems and up selling.• Responsible for network monitoring and surveillance, network incident management and resolution. Utilising tools such as the dude, Winbox, WireShark, Allot NetEnforcer, Solarwind.• Service activation and provisioning in various telecommunication networks. I.e. HFC, VDSL, FTTH, Ethernet, ADSL, All optics etc.• Use Huawei U2000/EMS software to remotely configure switches.• Liaise with other functional departments to leverage customer experience and manage workloads effectively.• Ensure all assigned tickets are updated, maintained and closed within agreed service levels.• Escalate issues to level 3 support team and other vendors when necessary.• Internal business processes documentation and development.• The first point of contact for level 1 technical support escalations.