To manage the site team, which consists of Network, Server, ID Administrators, Operators and Deskside Engineers; and responsible for all IT Services rendered at the Institute.
To manage the Client representatives such as Account Managers, IT Managers, SLO, CIO and other users who are recipients of the Services.
To be the Site Coordinator at the Institute, as a Single Point of Contact (SPOC) and as a liaison officer for the End Users. In addition, he /she also acts as a supervisor to all the Onsite Support Staff.
SLA Performance – Ensure no SLA Failure
IMAC Reports – Ensure all IMAC Requests are performed in accordance with the SLA
Tracking of Cases – Ensure all cases are tracked to closure in accordance with the deliverables
Resources – Manage the resources on day-to-day basis to ensure designated resources are in place.
Compliments and Complaints – Work closely with the Institute to e...