Job Description:

- Ensures the provisioning of new software packages and upgrades.

- Maintains the infrastructure in operational condition in line with OLA/SLAs.

- Monitors and tracks system performance against negotiated service-level agreements (SLAs).

- Communicates improvement, updates and obsolescence management of products to the IT Product Manager.

- Provides support 24 hours per day, 7 days per week, depending on the needs of the company and the use of automated scheduling and remote monitoring.

- Performs the ITIL based support processes that include incident, problem, change, configuration, and event management.

- Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations, escalating to other technical teams and vendors as needed.

- Supervises system backup processing, and leads disaster recovery tests Identifies and implements technologies and processes that improve the reliability, efficiency and availability of the systems environment.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.