- Summary:
Nakumatt Holdings Ltd (NHL) is looking for an experienced IT Support Manager to join their growing Retail Hypermarket business across East Africa territory. As the front line of IT support you will be heavily relied upon by the whole organization to resolve issues, queries etc. quickly and efficiently. Implementation & support experience of Retail ERP & its integration with partner systems is important.
You are expected to have experience in heading & setting up an IT department. This position would be perfect for a self-driven & enthusiastic candidate looking to make a real difference in successful running and growth of retail organization.
Key Responsibilities:
Support & maintenance:
Ensure effective on-going support for all systems in use by the organization, ensuring that the service provided to customers / users is the highest possible within the resources available
Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations to IT management are dealt with in a timely fashion and as per SLA
Ensure cyclical works such as DB performance check, Training, testing, software & hardware audits are completed in a timely fashion
Ensure application patches are tested, authorized and applied in a timely fashion in accordance with the requirements of internal audit
Provide regular reports to CIO on issues relating to the IT service support operation
Provide assistance to auditors
Change management:
Provide management support for the IT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate
Undertake scoping and project management for small/medium improvement projects to improve existing applications and services
Provide additional management/Technical support for IT helpdesk set-up / solution workshop / User acceptance testing activities at peak times during the big project.
Resource management:
Ensure workload is evenly distributed across all staff & escalation procedures are followed and reduce skill gaps in the team
Ensure sufficient staff available, manage time sheets and holidays
Ensure all work is captured against the correct account, SLA, status, priority and that staff take ownership of own tickets
Responsible for ensuring that all IT assets (hardware, software & documents) are accounted for within the service management system
Vendor management:
Manage day to day issues with suppliers (support/billing) to ensure efficient support and value for money is provided, escalating issues to CIO as appropriate
Provide input into IT budget preparation process for services from third party suppliers and responsible for monitoring expenditure on the third party support services with respect to IT budget
Capture client requirements and develop RFP documentation for procurement of systems and services, and manage tender processes, as required
- Key Competencies:
Technical / Functional:
Overall experience = 8 to 10 years
Relevant IT experience = 5-6 years
Strong analytical skills and ability to demonstrate a proficiency for problem solving
Good understanding of:
Retail ERP environment and related integrations
Retail business & relevant business process knowledge
Application support process and related SLAs
Resource management & work delegation skill
Ability to prioritize workload efficiently
Good understanding of the different types of testing
Experience of handling multiple projects
Good business requirement understanding, documentation, testing & presentation skills
Behavioural:
High performance delivery & attention to detail
Takes ownership, accountability and is self-motivated
Excellent communicator who listens effectively and accurately and clearly conveys information through verbal and written means
Passion for our brand and customers
Connecting with people and proactively builds and maintains constructive relationships with internal and external partners
Driving quality by displaying ability to clarify and reduce complex issues to simple solutions
Excellent planning and organizing skills with the ability to work systematically and sequentially
Thinking strategically and commercially
Making insightful technical decisions
Personal effectiveness and the ability to work in a pressurized environment
Ability to anticipate and resolve problems before they occur
Work towards team motivation & empowerment
Educational Qualification:
Relevant computing qualification or be qualified by experience in a similar role
Knowledge of MS Office, MS Project, Visio applications
Nice to have knowledge of Oracle Retail ERP system, ITIL, DHCP / DNS
- http://www.nakumatt.net
- info@nakumatt.net
hr@nakumatt.
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