Job Title: Regional Operation Lead
Location
Lagos
Job Field
ICT, Computer
Job Description
Oversee the provision of hands-on technical support on all IT related issues hardware, software and network related to end users across the organisation.
Assist the Director, IT in communicating the division’s strategic direction and objectives to all staff. Translate the strategy into specific deliverables for the unit.
Assist in the definition of IT strategies, plans, policies, projects and service levels.
Develop policies, processes and procedures that ensure incident management and control and define how IT related issues are identified, received, documented and corrected.
Keep abreast of global and local best practice as it relates to the unit’s activities.
Continuously review the unit/team’s activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
Identify required resources, personnel, funding to achieve the unit’s strategy.
Establish and maintain relationships with key internal and external stakeholders.
Coordinate the activities of the Service Desk/ Monitoring Center and ensure adherence to defined policies and procedures.
Coordinate the maintenance of error logs and ensure that appropriate steps are taken to facilitate speedy resolution of recurring service requests.
Coordinate the periodic analysis of issues and requests to identify frequently recurring issues and thus facilitate their speedy/efficient resolution
Ensure the escalation of irresolvable issues to relevant specialists in other units e.g. LAN/WAN and hardware operational problems to Network and Infrastructure Support team; enterprise solutions-related issues to Enterprise Solution support team.
Provide input on possible enhancements to existing systems/ products, based on user queries/ feedback.
Provide input into the selection of end user hardware and software based on knowledge of technical issues associated with the proposed brands.
Coordinate the activities of external vendors for asset maintenance and repair.
Keep abreast of new end user technologies and apply knowledge to banking industry customer.
Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
Manage inter-functional relations to ensure synergy across the various departmental functions.
Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
Monitor and control the budgetary needs of the unit.
Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
Perform any other duties as assigned by the Director, IT.
Desired Skills and Experience
First degree or equivalent in a relevant discipline.
Postgraduate, professional qualification in a related field will be an added advantage.
8 to 12 years work experience, with at least 3 years in a managerial role.
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