Effective deployments, early benefits realization by ensuring plans reflect optimized time-to-market
Maximized Exploitation of existing and new Features and Functions within core applications
Developing realistic achievable and price conformant Service and Operational Service Level Agreements with business stakeholders, ensure back-to-back compatibility with dependent service providers
Maintaining Service Quality and availability; Applications, office automation and communications infrastructure uptime is monitored in line with established SLAs and OLAs
Support all staff based at the Hubs and Gateways
Ensure that clearance applications are running and supported with minimum downtime
Deploy Solutions and ensure appropriate configurations on all servers and customs related applications /servers
Ensuring Business Continuity via appropriate topologies, archive and recovery strategies
Institutionalize continuous quality improvement via ongoing Root Cause Analysis and Eradication. Have full awareness and be Point of escalation in service failure situations. Proactive management and stakeholder communication of incidents involving all appropriate workgroups
Monitor and scale capacity - up and down, ahead of demand (Hardware and Communications infrastructure). Ensure hardware refresh policy is optimized for maximum cost effectiveness
Management via globally agreed KPI's; report in line with standard reporting requirements
Internal and external vendor and customer relationship management, including local government, industry, trade and standards bodies
Lead or participate in global/regional initiatives as part of a virtual IT function
Decommission non-performing IS assets, Converging local applications
User training and on-going user support
Compliance to regional standards including First Choice
Ensuring License compliance
IS Asset management
Manage implementation and requirements for deployed local solutions
Ensure maintenance and changes to scripts are processed as per business requirement
Ensure Legal compliance through following legislated records and data management practices
In association with regional BIT reduce the activities in the area of Network administration, performance monitoring and tuning. Communication software acquisition, installation and optimization. System planning and administration. Unix server administration (where local applications are based on Unix/Informix). Database administration. Desktop services
Managing outsourcing opportunities and ongoing vendor relationships
Help Desk and Service Tickets management, including ticket reduction via root cause analysis and eradication
Enforce IT Security Policies through training, management communications user and country IT audits.
Undertakes proactive maintenance and administration of computer hardware, software and operations tools in support of the delivery of the IT service. Improves system availability with proactive work to avoid outages and performance issues, with particular focus on maintenance services for all infrastructure used by the Operations Centre
Performs the Problem Root Cause Analysis (RCA), involving all appropriate workgroups, investigates and Develops solutions in preparation for implementation. Implements the solution via the Change Management process and documents the results and any follow up actions, as needed
Complete all system and application checklist as per the shift roster.
Proved afterhours support to the staff.
What we are looking for
Degree in the field of Information Technology or related field.
1 + years Project Management Experience
3 + Experience in managing an internal or externally operated production systems environment
3 + Customs programs experience & DHL Customs Applications Support Knowledge including Customs & Excise Technical & Operations Mandates.
Excellent oral and written communication skills (English)
Experience in managing an internal or externally operated production systems environment
2 years' experience in Programs and Project management