Manage Clients ICT requirements onsite and offsite.

Client ServiceManage Clients ICT Requirements

Work onsite on client's premises.• Manage technical support to remedy problems with root cause analysis and trend analysis.• Coordinate execution of changes and releases, system and coding activities relating to system changes. Liaise with 3rd parties.• Identify software product enhancement opportunities, have enhancements implemented, create and maintain project plans.• Manage application maintenance activities, Manage application performance issues including core application maintenance.• Organise support. Design, implement and maintain SOP’s.• Provide and manage technical support to remedy incidents resolution• Manage incident resolution and escalation• Recommend Maintenance and repair policies and procedures. Design, implement and maintain SOP’s.• Organise Monitoring and Event management. Design, implement and maintain SOP’s.• Consultation & collaboration with Support Services Lead, colleagues, client personnel.• Execute and advise improvements to support, processes. • Monitor compliance and reporting there-of.• Report on application environment as per reporting schedule• Plan and implement Technical knowledge repository and govern technical team’s maintenance thereof• Manage compliance to technical type service levels (incl. with Resolve) and OLA's. Monitor delivery of service standard.• Plan & test DR plan• Set standards and policies for Technical support• Manage documentation compliance, content, format, schedule of documents.• Set OLA with Data centre and monitor OLA compliance• Set SLA with Service providers and monitor SLA compliance• Manage requirements for development and testing environments. Report on service metrics on application technology environment.

Company is very small with 2 IT members totalling 8 staff members in all. My responsibility is to deliver all the IT dependencies, (Full Turnkey solution) however in such a small company one does not have all the resources so one need to do a lot of work oneself.Day to day work• Evaluate, negotiate and order new equipment• Installation of new Equipment• Project management of installations and other work• Work closely with out CTO in terms of new ventures• Manage and assist 1 subordinate• IT Procurement• Monitor the 4 POPs in Rosebank, Woodmead, Isando and LondonOne of my key areas of delivery is the voice products and this involved• Configuration of current systems • Work with International partners to setup and configure routes• Month end billing to customers and Wholesale suppliers• Maintenance of Faxing solution• Project Management of all Projects• Monitor the SBC’s for traffic flowing• Daily confirmation of traffic received and send compared to Ingress and Egress Partners statisticsAs IT Manager my functions included• Network design in terms of growth and expansion• Budgets• Staff performance• Future strategy• IT Governance• Reporting to Board and exco• Risk management (Chairman of the Risk Committee)

During my years of service at Imperial Bank I started as a Network Engineer, moved over to the programming team where I did programming, business analysis, testing, software release and managing a team of developers. I was appointed as the Manager to the IT Service desk where we were responsible for in house IT support. I implemented the ITIL Discipline of Change Management in the company. My final position at the company was to manage the full Telecommunications. All projects ware done within a formal project methodology.

PQN as an outsourced company took over the regional support ans staff from Old Mutual. My functions remained the same as it was with Old Mutual.

Network Support• Purchase and configuration of new hardware for the division• Purchase and configuration of software bought for the division• Network cabling including power and telephony• Desktop support• Server administration including backups• Assist in IT Budgets• Telephony support• Administration of Starters, Leavers and movers• Branch support for the pension fund offices in Bloemfontein and Nelspruit• Installation and support of Computex an Old Mutual developed software used by our pension fund clients• Assist Regional support where necessary.