Manager, Infrastructure & Service Management (1-Year Contract) - Part-Time

Key Responsibilities

Service Delivery and Improvement:

• Define and track network service levels (availability, performance, reliability).
• Develop and implement processes for incident management, problem management, and change management.
• Foster a culture of service excellence within the team.
• Conduct weekly and /monthly service reviews with internal and external customers to improve the service delivery.

Network Operations and Maintenance:

• Oversee daily network operations, including performance monitoring, troubleshooting, and incident resolution.
• Proactively identify and resolve potential network issues.
• Lead capacity planning and network expansion efforts.
• Collaborate with other IT teams (security, systems, applications) to ensure seamless integration.
• Align with the IT architecture team and maintain network documentation, diagrams, and standards.

Network Security:

• Enforce network security policies and best practices.
• Manage network security tools (firewalls, intrusion detection/prevention, VPN, etc.).
• Respond and investigate network security incidents.

Vendor Management:

• Manage relationships with network hardware and software vendors.
• Negotiate contracts and service level agreements (SLAs).
• Manage the IT budget and cost allocation.

AI Operations:

• Work with our vendors to deliver AI and automation to optimize and enhance the service delivery to our business operations.
• Reduce costs by automating manual operations.

Requirements

• Minimum Diploma in Information Technology and related disciplines
• More than 5 years' experience IT Service Delivery