Technical Support Officer

Job Objective/s

TheTechnical Support Officer plays a pivotal role in aligning IT initiatives with business objectives. TheTechnical Support Officer works closely with business leaders and different teams to identify, prioritize, and implement technology solutions that drive business value and efficiency. Additionally, theIT Operations Officer ensures the smooth running of MTHERMAL IT operations, ensuring consistent support and enhancements to meet ongoing business needs. This role involves a blend of strategic oversight, project management, and operational support to ensure that IT resources effectively support the broader business goals.

Key Results Areas (KRAs)

1. Strategic Thinking & Alignment

2. Operational Support & Process Optimization

3. Project Leadership & Resource Management

4. Innovation & Digital Transformation

5. Stakeholder Engagement & Communication

6. Risk & Compliance Management

7. Financial Management & Cost Optimization

Specific Duties & Responsibilities

1. Strategic Alignment and Planning

• Collaborate with Business Leaders and MGEN IT Teams: Partner with MTHERMAL key business stakeholders and MGEN Enterprise IT to understand their objectives, strategies, and challenges, translating these into actionable IT solutions, with the help and support of MGEN IT Teams, that contribute to achieving business goals.

• Business Strategy Support: Align technology initiatives with MGEN Enterprise IT and with overall MTHERMAL business strategy, ensuring that IT investments and solutions effectively support and drive key business outcomes and objectives.

• IT Roadmap Development: Develop and maintain a dynamic IT roadmap that reflects business priorities and aligns to the MGEN Enterprise IT, guiding the implementation of critical technology initiatives to support the organization's strategic direction.

2. Business-as-Usual (BAU) Operations Support

• Ongoing IT Support and Maintenance: Oversee the stability, availability, and performance of IT services with MGEN Enterprise IT that support day-to-day business operations. Ensure the timely resolution of MTHERMAL IT incidents, problems, and service requests with minimal disruption to business continuity.

• Process Optimization: Continuously assess and recommend improvements to MTHERMAL IT processes and systems, identifying opportunities to optimize operational efficiency and enhance support for ongoing business functions.

• Service Continuity: Ensure MTHERMAL's business-critical applications, infrastructure, and systems are fully supported and operational, minimizing downtime and ensuring continuity during business hours.

• Incident and Issue Management: Coordinate with relevant MGEN Enterprise IT teams to triage and resolve any BAU issues or performance degradation, ensuring prompt resolution to maintain business productivity and minimize impact.

• Vendor and Service Management: Manage relationships with external IT vendors and service providers in coordination with MGEN Enterprise IT, ensuring services are delivered in accordance with Service Level Agreements (SLAs) and meet performance expectations.

3. Solution Delivery and Project Management

• Project Oversight: Lead and manage MTHERMAL IT projects that support MTHERMAL business objectives, ensuring projects are completed on time, within scope, and on budget while meeting business stakeholders' needs and expectations.

• Cross-Functional Collaboration: Work with MTHERMAL business and MGEN Enterprise IT teams to design and implement IT solutions that meet MTHERMAL business requirements, while ensuring alignment with the MGEN Enterprise IT organization's technology capabilities and infrastructure.

• Requirements Gathering: Collaborate with MTHERMAL business units and MGEN Enterprise IT to gather, document, and translate functional requirements into technical solutions that align with long-term business goals and strategic objectives.

• Resource Allocation and Prioritization: Ensure that resources are effectively allocated to priority projects,balancing ongoing operational needs with strategic initiatives to achieve optimal resource utilization and project success in coordination with MGEN Enterprise IT.

4. Business Process Improvement and Innovation

• Identify Opportunities for Improvement: Continuously monitor MTHERMAL business processes to identify opportunities where technology can drive efficiency, reduce costs, and enhance customer experience across departments.

• Support Digital Transformation: Facilitate the integration of emerging technologies such as AI, machine learning, automation, and cloud solutions into business operations to support digital transformation and organizational growth.

• Innovation Champion: Stay informed of emerging trends in technology, exploring new solutions that can address evolving business needs and identifying opportunities for innovation and competitive advantage.

5. Stakeholder Management and Communication

• Build Strong Relationships: Develop and nurture collaborative relationships with MTHERMAL business units to understand their operational needs and ensure that MGEN Enterprise IT services are aligned with MTHERMAL business priorities and provide value.

• Effective Communication: Serve as a liaison between business leaders and MGEN Enterprise IT technical teams, ensuring that business needs are clearly translated into technical requirements and keeping all stakeholders informed about project status, risks, and timelines.

• Escalation Management: Act as the point of escalation for any major IT- related BAU issues or incidents that require immediate attention, ensuring timely resolution and maintaining business continuity.

6. Risk Management and Compliance

• Proactive Risk Management: Work with MTHERMAL business and MGEN Enterprise IT teams to identify and mitigate risks related to technology solutions, systems, and services that could impact operations or long-term strategic objectives.

• Compliance Assurance: Ensure that all technology solutions, processes, and operations comply with relevant industry regulations and adhere to internal governance policies and standards.

• Data Protection and Security: Ensure adherence to cybersecurity best practices, safeguarding integrity, confidentiality, and security of MTHERMAL business data and IT infrastructure against potential threats and breaches.

7. Budgeting and Financial Management

• IT Budget Management: Help manage the IT budget for both operational support and new initiatives, ensuring that technology investments align with business priorities and provide measurable value.

• Cost Optimization: Continuously review MTHERMAL IT expenditures, identifying opportunities to optimize costs, reducing inefficiencies, and improve the overall delivery of MTHERMAL IT services while ensuring high-quality support for business operations.

Position Requirements (Basic Qualifications)

Educational Background:

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field

Experience:

• 5–10 years of experience in IT roles, with at least a few years in business-focused positions such as IT management, project management, or business analysis.

• Experience in business partnering or working with business units to understand requirements and translate them into IT initiatives.

• Familiarity with change management and experience with large-scale transformation projects.

Technical Skills:

• Project Management: Familiarity with methodologies like Agile, Scrum, or Waterfall for managing IT projects.

• IT Governance and Strategy: Understanding of frameworks like ITIL, COBIT, or TOGAF to support strategic alignment and service management.

• System Integration and Data Management: Knowledge of system integration, data governance, and databases to facilitate seamless operation across business systems.

• Knowledge of Industry Software: Understanding the software used in their industry, such as ERP, CRM, and business intelligence tools.

Business Acumen:

• Strong knowledge of business processes and industry trends, with the ability to evaluate how IT can provide value.

• Analytical skills to identify business needs, assess risks, and evaluate IT investments and ROI.

• Financial Literacy: Understanding of budgeting, cost-benefit analysis, and financial metrics for evaluating and justifying IT projects.

Interpersonal and Communication Skills:

• Stakeholder Management: Ability to engage with C-level executives, department heads, and business users.

• Excellent Communication: Capable of translating technical concepts into business-friendly language.

• Problem-Solving and Negotiation: Skilled in resolving conflicts, negotiating with vendors, and handling complex discussions with various business units.

Leadership and Strategic Thinking:

• Visionary: Ability to understand the business's vision and craft IT strategies that support it.

• Influence and Leadership: Capable of inspiring cross-functional teams and driving consensus.

• Change Leadership: Experience leading change initiatives, adapting to shifts in business strategy, and promoting a culture of continuous improvement.

Certifications & Trainings

• Certified Business Relationship Manager (CBRM) is a plus

• Project Management (PMP, PRINCE2, or Agile) knowledge is a must. Certification is a plus.

• ITIL Foundation is a must. Certification is a plus.

• Lean Six Sigma is a plus