Job Responsibilities

1. Coordinate and work with internal teams and external vendors to ensure smooth running of all applications and solutions in the company.

2. Coordinate and facilitate the procurement, development, implementation, and maintenance of all business solutions

3. Manage prioritization, escalation, and resolution of support incidents to the internal team

and vendor team.

4. Define, implement, and manage technical support processes and procedures, and report

on issues, bugs, and Change Requests, including root cause analysis and remedial action.

5. Create and implement the organization’s IT policy and best practices.

6. Create workshops and training programs for all employees.

7. Manage and report on the IT budget’s allocation.

8. Manage and maintain the company’s online support systems, including ticketing, Knowledgebase articles and support documentation.

9. Understand and take safeguard for data security.

10. Perform routine system audits and evaluation of system health.

11. Mange the online FAQ and support knowledgebase articles.

12. Organize and establish deadlines for major IT projects such as system updates, migrations, upgrades, and outages.

13. Coordinate and ensure IS-related projects and tasks are completed within specifications, on time, and within budget.

14. Define and manage the QA/QC testing process, including product certification and compliance, product testing and liaison with vendors.

15. Produce weekly and monthly summary management reports on IS matters.

16. Sign off on software from beta to RTM.

17. Analyze business processes to identity suitable solutions for the organization.

18. Maintains knowledge of trends and developments in information technology.

19. Research technologies in the market and find the right vendor for the solution.

20. Facilitate IS procurement process including writing RFP, searching, evaluation and selection of vendors.

21. Perform other duties as assigned.

Job Requirements

1. Excellent interpersonal and customer service skills.

2. Strong Communication and Negotiation skills

3. Excellent organizational skills, time management, and attention to detail.

4. Strong analytical and problem-solving skills.

5. Strong supervisory and leadership skills.

6. Good understanding of technology, software, and hardware.

7. Good understanding of system/solution development processes.

8. Good understanding of business processes.

9. Proficient with Excel, Microsoft Office Suite or related software.

10. Proficient with ERP, CRM systems and online web Content Management Systems

11. Experiences with web and database technologies including HTML & SQL

12. Ability to quickly learn new things as needed.

13. Ability to understand processes and write clear Process Flow documents.

14. Ability to analyze data and write reports on issues and recommend resolutions

15. Ability to write good, clean, and effective reports.

16. Strong research skills to understand the current IT/IS needs of the team or company.

17. Ability to observe new technologies in the industry and apply them to their own work to keep up with changing trends.

Education and Experience:

1. University degree in Computer Science, or MIS, or related field required.

2. Minimum 5 years of related experience with at least one year in a supervisory role preferred.