Job Summary:

The purpose of this position is maintain documentation of operational SOPs, managing the operations, identifying opportunities for improvement and taking actions to achieve efficient and effective processes. The incumbent is also responsible for the reporting requirements and performance metrics.

Job Responsibilities:

1. Provide necessary guidance with respect to the day-to-day operations of the IT department while ensuring smooth workflow and timely completion of tasks.
2. Identify opportunities to achieve operational improvement with a view to enhance efficiency.
Implement relevant improvement actions to achieve this objective.
3. Coordinate with various teams to facilitate operational processes and resolve operational issues.
4. Ensure generation and maintenance of IT reports, dashboards, and performance metrics to facilitate decision making.
5. Ensure maintenance of accurate and up-to-date documentation of operational procedures, processes, and reporting methodologies.
6. Organize and manage documentation repositories for easy accessibility.
7. Supervise preparation of reports and presentations for internal and external stakeholders.
8. Supervise project management activities as directed by the DGM - Software Systems Customer Care & Billing (CC&B).
9. Provide support to the end-users on basic IT-related issues and escalate complex issues to appropriate teams.
10. The individual shall ensure compliance to the Enterprise Risk Management Framework enforced in the Company while performing job responsibilities in accordance with his assigned role.
11. The individual shall ensure compliance to the Business Principles and Ethics Policy / Code of Conduct.
12. Undertake any other task assigned by the supervisor.