This position is responsible for handling the IT operations support services, both service desk and infrastructure scope within the LDC network infrastructure domain, daily activities include but are not limited to:
- Manage and administer the IT services and operation in main offices, remote sites and warehouses across Australia.
- Frequent travelling will be required to be onsite at remote locations during peak seasons.
- Use of ServiceNow tool to manage and handle all IT issues and requests from users as well as change and problem management.
- Maintain excellent customer interactions and working closely with management colleagues.
- Collaborate with 3rd party service providers to guarantee operations service quality.
- Continuous improvements on the IT operation.
- Ensure the incident, change management and problem management are correctly applied, activate third parties when needed.
- A key player in the relationship between Infrastructure and Applications teams and usually are part of a regional Service Delivery team.
- Transitioning knowledge from build to run.
- Participate and deploy regional/global projects – both service desk and infrastructure related.
- Alignment and compliance with regional/global standards.
- Maintain good technical documentation practices – network diagram, operating procedures, knowledge article etc.
- Coordinate and collaborate with Critical Incident Response team, both with internal stakeholders and external vendors in the event of critical outages, inclusive of infrastructure and application dependencies.
- Apply problem management process on recurring incidents; perform root cause analysis and workaround fixes.
- Configuration of servers, networks, installing operating systems, software and hardware in accordance with IT standards, policies and procedures
- Support local IT projects (hardware or software replacement, new infrastructure, etc.) and liaise with vendor as and when necessary.
- Organise end-user education on any new technology and training on new tools to leverage powerful solutions to their maximum.
- Preventive Maintenance – Plan and schedule periodic monitoring and review of IT infrastructure assets to ensure system availability and resiliency are not compromised and minimise service disruptions.
- Maintain up to date of all the IT asset inventory through GLPI tool.
- Conduct regular reviews with your vendors on the performance and SLA and take corrective actions on the continuous improvements on the services delivered by partner.
- Build and maintain good set of technical documentations to support the operation and IT services.
- Procurement and Invoice management – ensure good governance are adopted during procurement process and prior approvals are taken before initiating any procurements. Ensure invoices are processed for payments on time and all IT expenses are approved in accordance with the approved budget limit.
- Out-of-office hours on call presence and cover for other sites on an ad-hoc basis either onsite or remotely.
- Responsible in providing regular management reports on the information and performance related to infrastructure operations, Incident statistics, problems encountered, open tickets and backlogs and performance etc.
- Actively participate and contribute in Regional/Global forums, as required – need to be a voice for Australia operations concerns and challenges. Likewise, through these forums, resource needs to be aligned in terms of policies, standards and directions.
In this role, you will have to work with the Regional IT Office to design and develop new solutions, enhancements and optimization initiatives and provide Level 2/3 troubleshooting and support for high priority and escalated incidents.
