Key Responsibilities

• Integrate the IT Asset Management process with other processes to ensure the delivery of business value.
• Ensure the IT Configuration Management System provides accurate and reliable information about the configuration of services and the Configuration Items (CIs) that support them, to bolster all other service management processes.
• Develop and maintain the Service Availability and Disaster Recovery processes for various applications and infrastructure technologies, aligning with overall business continuity management requirements.
• Collaborate with different IT teams on Disaster Recovery Testing to identify and maintain the tier categorization of applications and technologies.
• Analyze and ensure IT services and components meet all agreed performance targets and service levels.
• Drive improvement initiatives for service and component availability, including investigating breaches of availability targets and service non-availability, and reviewing remedial activities.
• Support managers and leads in delivering improvement outcomes and producing detailed analytic insights for management decision-making.
• Coordinate Disaster Recovery exercises.
• Develop and maintain related reports and dashboards.
• Define, document, and consistently apply lean and efficient operational procedures and practices.
• Foster a high-performance culture focused on teamwork, service excellence, empowerment, and ownership for resolving customer issues.
• Identify and deliver IT Service improvement opportunities to enhance IT services for customers and automate backend service request processes.
• Monitor the effectiveness of IT services against SLA/KPI, driving a culture of change with support owners.

Qualifications / Experience

• Good IT background with experience in configuration and asset management execution.
• Experience managing complex IT organizations and hybrid environments, including on-premise and hybrid (private, public, and 3rd party) cloud environments.
• Open-minded and adaptable to change.
• Ability to apply skills and techniques to solve dynamic and unpredictable problems.
• Strong teamwork and interpersonal skills at all management levels.
• Good verbal and written communication skills.
• Knowledge and experience in ServiceNow preferred.
• IT certifications in Data Centre, ITIL, ISO, and Cloud are an added advantage.