Support and infrastructure leader

General Description:

The Head of Support and infrastructure leader is responsible for the strategic planning, design, implementation, and maintenance of the company's IT infrastructure. This role requires strong leadership to manage the IT support team and ensure the efficient operation of IT systems and services for both vessel and office users. The ideal candidate will have a comprehensive understanding of IT infrastructure management, excellent leadership capabilities, and a strategic mindset to leverage technology in achieving business objectives.

Key Responsibilities:

Team Leadership & Development:

Lead and mentor the IT support team, providing direction, support, and professional development opportunities.
Establish a robust IT support framework, including efficient helpdesk operations to ensure timely and effective resolution of IT issues for vessel and office users.

Service Management:

Implement and monitor key performance indicators (KPIs) to measure and improve support service levels.
Oversee the service desk system, ensuring efficient case management and resolution.
Analyze support cases to identify trends and areas for improvement.
Develop and implement an annual support plan based on analysis and user feedback.

IT Infrastructure Management:

Oversee the design, deployment, and maintenance of the company’s IT infrastructure, including servers, networks, storage, and cloud services.
Ensure the scalability, reliability, and security of IT systems to meet current and future business needs.
Develop and enforce infrastructure policies, procedures, and standards to ensure compliance and best practices.
Collaborate with the CIO to develop and execute an IT infrastructure strategy aligned with the company’s business goals.

Vendor & Budget Management:

Develop and maintain relationships with key technology vendors and service providers.
Negotiate contracts and service level agreements (SLAs) to ensure high-quality and cost-effective services.
Manage the IT infrastructure budget, including forecasting and cost control to ensure optimal use of resources.

Innovation & Technology Integration:

Identify and evaluate emerging technologies to drive innovation and operational efficiency.
Align technology initiatives with the company’s strategic goals and business objectives.

24/7 Availability:

Ensure round-the-clock availability to address critical IT issues and emergencies, providing continuous support for vessel and office users.

Required Skills & Qualifications:

Minimum of 5 years of experience in IT infrastructure management and support services.
Strong technical expertise in IT infrastructure, including networks, servers, storage, virtualization, and cloud computing.
Hands-on experience with NetApp storage solutions, VEEAM backup and replication, and VMware virtualization technologies will be considered as an advantage.
In-depth understanding of IT security principles and practices.
Proven project management skills with the ability to manage multiple projects simultaneously.
Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Strategic thinker with the ability to align IT initiatives with business goals.
A bachelor’s degree will be considered as an advantage.

Personal Characteristics:

Demonstrated leadership and team-building skills.
Strong analytical and problem-solving abilities.
High level of integrity and professionalism.
Proactive and results-oriented approach.

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