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IT Outsourcing Supervisor

Victoria Island, Nigeria

Purpose:              Responsible for maintaining integrity, operational suitability and relationships of all assigned sites.

As an extension of the IT manager, acting as a liaison, bridging/facilitating communication and understanding between the client and Netcom Service Assurance & Delivery team. Understanding the clients business and therefore IT needs and coordinating the process of delivery of IT solutions to the client.

Key Duties & Responsibilities

·         Coordinate the activities of  onsite IT Staff at the client’s site, work scheduling, project monitoring, reporting etc

·         Liaise with the IT staff at Netcom’s HQ to translate clients needs as well as leverage on Netcom back office support on resolving issues.

·         Liaise with the Management at client’s site as  technical lead and relationship manager IT communications between ITO client & Netcom

·         Liaise with the account manager to manage and or coordinate commercial Issues.

·         Manage the Open Ticket Queue for outstanding issues and liaise with Netcom Support to track open items.

·         Provide IT support when necessary for users at client’s site.

·         Provide reports to clients for tracking of consumables, etc.

·         Provide weekly, monthly and ad hoc reports as prescribed GM Operations

·         Escalate to third-party vendors for IT support if required, i.e. Polycom, Printing, etc.

·         Interact with the Site’s staff, in particular Head’s of Department, to establish a working relationship and ensure the problem resolution.

·         Work with the Netcom IT team to further advance the IT environment at the client’s site.

·         Resolve issues that may occur outside of office hours, e.g  MD & CEO support

·         Adhere to Netcom procedures and enforce such procedures at the client’s site.

·         Ensure complete compliance with Netcom internal policy and TL9000 quality standards

·         Provide insight & suggestions of the environment at the client’s site.

Essential Skills/Knowledge

·         Advanced knowledge of Windows Server Administration, IT/Desktop troubleshooting, Financial Application – like Navision, ERP, CRM, etc.

·         Considerable knowledge of IP Network, LAN management and Troubleshooting, Microwave/Radio Management, VOIP on Avaya, Cisco or Lifesize platform

·         Emails with Exchange Server – both local and hosted via hosted exchange.

·         Cloud computing  and hosting of IT services – Domain, Web Services, emails, Storage, off-site backup and recovery

·         Advanced communication and relationship management skills

·         People management and team working skills.

Desirable Skills/Knowledge

·         Scripting and programming skills

·         UNIX/LINUX/SunSolaris advanced knowledge

·         Database administration

 

Education and/or Professional Qualifications

·         A preferred degree in the following area   - Elect Elect Eng, Computer Eng, Computer Science, Physics, Mathematics and other core sciences with a strong basis for ICT

·         Mandatory 5 – 8 years experience, with at least 3 years in the same role supervising staff and coordinating activities for delivery IT support and Solutions