• Lead and facilitate the company implementing ISO 9001:2008• Perform internal audits for at least one department and provide feedback• Perform periodical audits to ensure the company adheres to all requirements for ISO 9001:2008 and sustain the certification • Participate and facilitate the company in various continuous improvement methodologies • Track and monitor KPI's for continuous improvement in projects• Actively participate in external audits for ISO 9001:2008

• Accomplishes department objectives by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.• Ensure efficient and balanced assignment of projects and general support assignments within the department. Responsible for developing processes and assigning resources to provide support to the all users in a timely manner.• Ensure security of data, network access and backup systems• Provide expert opinion on new and emerging technologies that might become useful for doing business and recommend purchases of technology that will increase business efficiency, save money and facilitate expansion• Manage the help desk operations within the Kenya office and oversee the monitoring and maintenance of IT assets within the office.• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements• Oversee purchase, installation, configuration and maintenance of user application software, operating system software and network configuration within the organization• Ensure security and integrity of hardware and software through regulated controls• Coordinate maintenance/repair for both hardware including servers and databases and software• Assign and update user logins and passwords.• Endeavour to make technology and systems available around the clock, and establish disaster recovery or contingency plans to assure business continuity for the Kenya operation. Preserves assets by implementing backup procedures • Spearhead the designing, developing and implementation of software solutions that meet client expectations for both internal and external clients• Recommend and hire contractors when necessary to assure availability of the best-of-breed technologies and services

• Advise the Production Manager on disciplinary cases• Come up with a training schedule • Communicate with relevant parties (including the client) for Training instructions• Impart training to the Operators and do a follow up, periodically• Note the downtime using the system in place, follow up and report when solved and use the matrix to escalate to the relevant people• Reporting of the downtime in prescribed reporting formats• Produce and share weekly productivity report, revenue reports and monthly overtime reports• Understand the scope and status of the project• Compare the plan target versus actual target• Good housekeeping and order of team and sub teams

• Timely preparation and submission of weekly quality and productivity report • Ensuring that all operators in respective sub teams are accorded the necessary attention & support required to allow them execute projects successfully• Prepare the Daily/ Weekly Targets along with the Production Supervisor and communicate the same to the Operators• Daily monitoring and updating Data Management Operator quality and productivity performance and reporting.• Track/ Monitor the Daily/ Weekly performance of the Operators and the report the same to Production Supervisor/ Manager • Documentation of project queries and instant passage of the same to the production manager to allow timely• Provide effective Communication to the Operators on various client instructions on work and do a regular follow up• Actively participating in team building activities and motivating members of your sub teams.• Ensure Team is actively motivated and good morale exists in the Team• Track the attendance sheet of the Operators and inform the PS/ PM in case of any absenteeism• Actively ensure that the Quality Standards of the work meets the Company standards of 99.95%• Prepare and track all the Overtime done by the Operators and compile the same in the report and share the information with the Production Supervisor/ Production Manager for final confirmation