The document outlines the responsibilities of a role responsible for facilitating application and infrastructure support and maintenance activities at both the regional and global level. Key responsibilities include understanding business users' processes, systems, and technical needs to minimize their workload through new projects and changes to existing applications and infrastructure. The role also monitors for timely resolution of problems, identifies improvement opportunities, and evaluates and proposes innovative technical solutions as required. Additionally, the role acts as a liaison to business customers to analyze, validate, and prioritize requirements in accordance with global IT standards, policies, and procedures.

1. Responsible tofacilitateApplication&Infrastructure support,maintenanceactivities.Technology
enhancementatRegional &Global level.Understandthe processes,systems& technical needsof the
businessuserstominimize theirworkloadbyimplementingthe new projects&/orchange management
inexistingApplications&Infrastructure projects.Monitortimelyandprovideappropriateresolutionof
problems&identifyimprovementopportunities.Evaluate,propose andmanage innovativesolutions
withtechnical feasibilityasrequiredbyCorporate ITor business.Actasliaisontobusinesscustomersto
analyze,validate,andprioritize the requirementsandensure activitiesare in accordance withGlobal IT
standards,policiesandprocedures.
Key Skills/Specialties
•ProjectInfrastructure/BusinessApplicationImplementation,Administration,Customization,
Configuration&On-goingsupportwithvariousotherlegacyapplications.
• ProjectLeadership - managingprojects,workwithprojectleads&consultants.
• IT infrastructure /Operations,Service Delivery&Remote Management
• IT Strategic& Road Map Planning
• Data Centre Management&Administration
• VendorRelationsincluding negotiations&contract management
• CustomerService - SLA creation,process&procedure improvements,establishingmetrics,CSAT
• OperationsProcessDevelopment
• DisasterRecovery/BusinessContinuity
• ProblemManagement
• RootCause Analysis(Problem analysis)
• Helpdesk&IncidentManagement
• AssetManagement,SoftwareCompliancy&IT budgeting (Opex/Capex)
• Change Management
• EUCG, Image Management(MDT) and software /Package deployment(SCCM2012)