Head, it technical operations

Closing Date: Tuesday, 18th February 2014
Email CV to: [email protected]
HEAD, IT TECHNICAL OPERATIONS

Core Job Functions / Responsibility:

Oversee the provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.

Primary activities

TACTICAL
· Assist the CIO in communicating the division’s strategic direction and objectives to all staff and translate the strategy into specific deliverables for the unit.
· Assist in the definition of IT strategies, plans, policies, projects and service levels.
· Develop policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
· Keep abreast of global and local best practice as it relates to the unit’s activities.
· Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
· Identify required resources, personnel, funding to achieve the unit’s strategy.
· Establish and maintain relationships with key internal and external stakeholders.

OPERATIONAL
· Coordinate the provision of first-level support to resolve IT related issues and technical problems such as:
ü Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc;
ü LAN/ WAN/ Server downtimes;
ü Application use and operation, particularly Microsoft Office suites; and
ü Software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
· Coordinate the activities of the IT helpdesk and ensure adherence to defined policies and procedures.
· Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
· Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and facilitate their speedy/efficient resolution
· Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
· Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
· Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
· Coordinate the activities of external vendors for asset maintenance and repair.
· Keep abreast of new end user technologies and apply knowledge to EMTS.
· Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
· Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
· Monitor and control the budgetary needs of the unit.
· Prepare/compile agreed periodic activity and performance reports for the attention of the CIO.
· Perform any other duties as assigned by the CIO.

Job Requirements and Skills

Graduate Qualifications: A First degree from a recognised University REQUIRED.
Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
Experience: 11 to 14 years work experience with at least 5 years at managerial position experience is preferred (NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.) would be of ADVANTAGE.



Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior analytical.
· Database Management
· Business Application Development
· Business Application Support & Maintenance
· Communication
· Influencing and Negotiation
· Delegation/ Supervisory
· Problem Solving
· Passion for Excellence
· Integrity
· Empowering people
· Growing people
· Team work
· Customer Focus
· Location: Lagos

Core Job Functions / Responsibility:

Oversee the provision of hands-on technical support on all IT related issues (hardware, software and network related) to end users across the organisation.
Primary activities

TACTICAL
· Assist the CIO in communicating the division’s strategic direction and objectives to all staff and translate the strategy into specific deliverables for the unit.
· Assist in the definition of IT strategies, plans, policies, projects and service levels.
· Develop policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
· Keep abreast of global and local best practice as it relates to the unit’s activities.
· Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
· Identify required resources, personnel, funding to achieve the unit’s strategy.
· Establish and maintain relationships with key internal and external stakeholders.

OPERATIONAL
· Coordinate the provision of first-level support to resolve IT related issues and technical problems such as:
ü Hardware operational issues e.g. network connectivity, printing errors, drive failure, etc;
ü LAN/ WAN/ Server downtimes;
ü Application use and operation, particularly Microsoft Office suites; and
ü Software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
· Coordinate the activities of the IT helpdesk and ensure adherence to defined policies and procedures.
· Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
· Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and facilitate their speedy/efficient resolution
· Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
· Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
· Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
· Coordinate the activities of external vendors for asset maintenance and repair.
· Keep abreast of new end user technologies and apply knowledge to EMTS.
· Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
· Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
· Monitor and control the budgetary needs of the unit.
· Prepare/compile agreed periodic activity and performance reports for the attention of the CIO.
· Perform any other duties as assigned by the CIO.


Job Requirements and Skills

Graduate Qualifications: A First degree from a recognised University REQUIRED.
Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
Experience: 11 to 14 years work experience with at least 5 years at managerial position experience is preferred (NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.) would be of ADVANTAGE.



Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior analytical.
· Database Management
· Business Application Development
· Business Application Support & Maintenance
· Communication
· Influencing and Negotiation
· Delegation/ Supervisory
· Problem Solving
· Passion for Excellence
· Integrity
· Empowering people
· Growing people
· Team work
· Customer Focus
· Location: Lagos

Our advice is that you look very closely at the given JD, establish which one you are best fit for, in terms of matching the requirements. Ensure that your CV reflects how good a match you are and respond to that one.

All too often candidates reply multiple positions and do not get called for even one, the reasons are simple:
· The client will go throw a CV with a view to finding the best match (ONE CV does not fit all jobs). The best one is the one that sells the individual as a seasoned professional in the given field. Your document experiences matter.
· The advert Sigma Qualitas send out tells everyone, what is important and required for the job. See all capital lettering, bolded, colored or italic text. Most candidates dismiss these details and think they can make it.
· The most poignant advice is given in the first paragraph of the advert. The clients team of stakeholders who look at submitted CVs is one of seasoned, highly experience professionals. They can tell when a CV is genuine, they can tell when there are unexplained gaps and irregularities etc.
· They will be looking at the CV with a view to identifying what in the candidates past makes them a best fit for the role advertised. Give them reasons to pick you based on your past work experience.
· Please do not see this as an opportunity to branch out into a new field, all clients are very discerning.

Good luck in your application we look forward to hearing from you