IT Operations Lead

The IT Operations Lead oversees the Infrastructure Services, including Network Management, Database administration, Cloud Administration and Technical Support Services. The team headed by the role supports Information Security, Data Privacy, Business Continuity (BCP) & Disaster Recovery (DR) and Vendor Management. The IT Operations Lead is tasked to establish and implement the organization's technology vision, roadmap, strategies, and plans. He/She provides guidance and leadership to the team to ensure systems, services, and infrastructure work reliably and securely, leads internal resources, and manages the supply chain to align with iCare's operating needs and growth ambition.

PRINCIPAL ACCOUNTABILITIES

The IT Operations Lead is responsible for the following core duties.

I. Strategy Setting

o Crafts and implements the technology vision, strategy, and roadmap, while incorporating the industries' best practices and emerging trends. Also, maintains and regularly refreshes the technology strategy to align with business objectives and regulatory requirements.

o Engage the business leaders to ensure that the goals, vision, and actions within the department are aligned with both short and long-term company strategies.

o Communicates to the senior management all technology matters relating to IT Infrastructure, Network/Systems/Database/Cloud Administration and Technical Support and Services.

II. IT Operations

o Ensure secure, reliable, scalable, and high-quality service delivery and support for all core and new technology processes and services, enabling smooth and daily operations across all offices, services and application lines both internal and customer-facing underpin by effective technology security and risk management strategies. Develops appropriate technology platforms anticipating capability challenges and communicating clear proactive plans to address technological challenges across the organization.

o Formulates the enterprise IT architecture direction, principles, and standards. Designs IT architecture (integrated process, applications, data and technology) solutions to business requirements in alignment with the enterprise architecture direction and standards. Ensures alignment to the standards.

o Oversees the Company's IT infrastructure which includes the physical network, server applications, and software. Directs the configuration, installation, maintenance, and upgrade of server applications and hardware. Integrates and implements new IT capabilities to enable key business initiatives and growth ambitions.

o Ensures the security of the organization's operation of applications implemented on the organization's IT systems. Regularly monitors the Company's exposure to cybersecurity risks and actively participates in various risk mitigation activities, seminars and trainings, and applies appropriate learnings.

o Establishes strategic supplier relationships which meet business requirements. Manages suppliers, negotiates and approves contracts and IT service agreements in line with approved delegation limits within reasonable cost parameters. These are part and parcel of the implementation of effective Vendor Management especially in the area of mitigating 3rd-party risk exposure and timely compliance to agreed SLAs.

III. Capability Improvement

o Formulates, communicates, implements, and regularly updates technology policies and procedures and ensures that these adhere to regulatory standards and high level of security. Ensures that appropriate controls are in place, and such are being complied to across the department. Conducts quality assurance reviews to verify adequacy of IT infrastructure for future growth plans. Ensures the security of all business technology assets.

o Evaluates and establishes the optimum team structure and resourcing while assessing opportunities for outsourcing and cost efficiency. Drives high performance culture and embeds work excellence across the department. Identifies and builds current and future IT capabilities as the business technology needs to evolve.

IV. Manages the team

o Ensures logistic requirements are provided to the team members

o Conducts timely performance evaluation

o Regularly tracks the performance of each of the team members

o Mentor team members to value career and professional development

o Counsel team member to clarify and align performance with project objectives

o Recommend attendance to relevant training for team members

QUALIFICATIONS

Education and Experience

• Bachelor's degree in information technology, Computer Science, or Engineering

• Experienced in Project Management, ISMS, ITIL v3 or v4, ISO 270001, Microsoft O365, Azure and AWS Cloud Implementation and Enterprise Architecture

• Preferably a PMP, ITIL Certified, CCNA, TOGAF Certification or Certified Architect but not required

Knowledge and Skills

• Effective in engaging leadership and influencing others

• Background and experience in Management Consulting

• Strong cross-functional collaboration and Relationship Management

• Creative and innovative with the ability to self-start and execute on program activities and objectives

• Excellent analytical and technical skills

• Strong interpersonal and communication skills with the ability to work effectively with a wide range of staff and clients in a diverse environment

• Excellent written and verbal communication skills as well as persuasive presentation skills

• Comfortable working in ambiguous situations, flexible to handle a fast-paced environment and easily adaptable to a variety of management styles

• Aptitude to succeed in a stressful and deadline-oriented environment