Assistant Manager ICT and Technical Services. Department/Cou ntry. Duration of job

Transcription

1 Role Profile Job Description Job Title Assistant Manager ICT and Technical Services Directorate or Region South Asia Department/Cou ntry ICT and Technical Services, Sri Lanka Location of post Colombo Pay Band Grade H/PB 4 Reports to Manager ICT and Technical Services Duration of job Fixed Term Contract (1 year) Purpose of job:! To implement, manage, maintain and monitor Information and Communication Technology (ICT) infrastructure for a range of appropriate, efficient and affordable IT services to enable Sri Lanka staff to have access to meet objectives, business needs, strategy, and to enable target audience to access appropriate information on our products and services! To provide high level administrative support to Manager ICT and Technical Services as defined in the agreed duties Context and environment: The British Council Sri Lanka (BCSL) is a vibrant operation delivering a high impact portfolio of projects across Education and Society, English and the Arts. We have 25,000 members in our library, which is the largest membership in the BC global network and run two of the largest BC Teaching Centres (approximately 12,000 students per year) and Exams operations (approximately 75,000 exams per year) in the BC network world. We currently operate in three major cities in the country; Colombo, Kandy and Jaffna and we also have a small branch office in the Maldives. The physical environment in which we operate represents a challenge over the next year and a half. Three of the four large buildings that make up the BC compound will be completely rebuilt or extensively redeveloped and the Jaffna office initial setting up has already begun. This role will support the smooth operations of the ICT and Technical Services in all three offices in Sri Lanka and will be expected to meet the IT standards as per policy and practice. ICT and Technical Services Unit is currently operated by Manager ICT and Technical Services (Grade G) and ICT and Technical Services Officer (Grade J), and the post-holder is required to work closely with global/regional and country teams to meet the expected ICT standards. Equal Opportunity and Diversity Monitoring Information: The British Council is committed to a policy of equal opportunity and welcomes applicants from all sections of the community. We work to ensure that people are not unjustifiably discriminated against on the basis of gender, including transgender, marital status, sexual identity, religion and belief, political opinion, race, work pattern, age, disability or HIV/AIDS status, socio-economic background, spent convictions, trade union activity or membership, on the basis of having or not having dependants, or any other irrelevant grounds. 1 of 5 Resourcing team November 2010

2 Accountabilities, responsibilities and main duties: 1. Technical Support for ICT infrastructure (hardware, software and Infrastructure) administration, implementation and upgrades according to business and technical needs, in accordance with IT strategy, best practice, change and configuration management. Provide technical support and application support for Staff and customers. Ensure All ICT end user equipment is functional with minimal/zero downtime Availability of Local Area Network (LAN) and Internet connectivity Monitor of all servers logs, disk space and taking corrective action Ensure daily backups of all servers is taken, including conducting test restores Ensure restricted access to server room and physical security of IT equipment Organise quarterly preventive maintenance physical cleaning of the computers, printers and scanners, check log files on servers on daily basis to ensure smooth running of the IT systems Implement approved updates/upgrades on receipt of guidelines and Technical Design within the agreed timeframes and ensure minimum ICT service disruptions Ensure installation of standard and approved software Furnish and regular update of the ICT equipment physical inventory Manage repair and disposal of computer equipment and storage of spares in line with Council standards. 2. Technical support to IT users on standard software and hardware (front office accessed by customers and back office accessed by staff). Manage support call logs, provide technical resolution within agreed period and follow up on escalated issues to meet operational requirements. Ensure timely first and second level of support as per the pre-defined SLA\OLA Escalate any problems/issues to relevant teams as required and follow up Applications support queries to be acknowledged within pre-defined SLA\OLA Provide support to the Global IS processes and projects Provide support to local ICT related projects 3. Contract as per business needs, rolling plan and ensure risk management. Monitors contracts and evaluate performance of IT suppliers, services and products. 4. Professional development on ICT applications Attend training programmes and seminars to keep updated on applications of ICT Provide training to others if required 5. Compliance Knowledge of the Council s IT policies and standards in relevant areas (e.g. Data Protection; Standards on the use of Council IT systems and equipment. Monitor compliance with IT policies and procedures ( Software, Web Filtering, etc.), and advise ICT Manager of any necessary action for non-compliance Assist with IT reviews as scheduled by the Regional Hub. 2 of 5 Resourcing team November 2010

3 Maintain anti-virus solution, and manage outbreaks according to British Council standard process. Ensuring staff are familiar with security standards, including data protection, and reporting suspected or actual security breaches. Key relationships: ICT and Technical Services team Sri Lanka Regional IT HUB Vendors British Council Sri Lanka all staff and customers Other important features or requirements of the job! Visits to BC branches in Kandy and Jaffna! The post holder may be required to work extra hours depending on the urgency of a job/task Please specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. The candidate should have a legal right to work in Sri Lanka Reference Checks and under our Child Protection agenda - the post-holder may be required to obtain a Police Report within 3 months of securing this job. 3 of 5 Resourcing team November 2010

4 Person Specification Essential Desirable Assessment stage Behaviours! Working together (essential) Establishing a genuinely common goal with others and/or Interview only! Being accountable (essential) Delivering my best work in order to meet my commitments! Making it happen (essential) Challenges self and others to deliver and measure better results! Connecting with others (essential) Integrates people of different backgrounds into teams in order to achieve business objectives! Creating shared purpose (essential) These behaviours will be needed to be successfully carried out for the role, but will not be assessed for recruitment purposes creates energy and clarity so that people want to work purposefully together! Shaping the future (essential) Looking for ways in which we can do things better Skills and Knowledge! Computing Skills (Level 2)! Communication Skills (Level 1)! Project and Contract Management (Level 2) and/or Interview! User support skills Problem analysis: ensures all problems are resolved or channelled to appropriate support function. Ensures all problems are closed in accordance with established procedures. Manages IT support functions. Analyses records and service level information to identify potential improvements in the provision of service and to plan future requirements. Identifies operational resources to meet service levels.! Technical support skills Day to day network administration and support, including resolution of 4 of 5 Resourcing team November 2010

5 network user problems. Capable of understanding and communicating technical issues with non-technical colleagues. Immediately responsible for maintaining agreed service levels.! Operations management skills Application and system support Identifies and resolves problems with applications and systems to maintain underlying business processes and/or continuity of service. ICT operations Provides technical expertise to operations management and staff. Contributes to the planning of operational and maintenance schedule. Enables the deployment of operational resources in order to meet service levels. Evaluates results of implementation. Contributes to the planning of installation and upgrade work. Experience At least 3 years IT experience on ICT end-user Hardware support, networking and providing technical and business application support. and/or interview Qualifications Diploma/Professional qualification with relevant technical certifications CCNA and/or interview MCSE or MCITP Certification ITIL V3 Foundation Submitted by Kannan Velalagan Manager ICT and Technical Services Date May of 5 Resourcing team November 2010