IT Operations & IT Infrastructure Country Manager

Line of Service

Internal Firm Services

Not Applicable

IFS - Information Technology (IT)

Manager

At PwC our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance troubleshooting issues and implementing security measures. Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware.

Working in this area you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Managing IT Operations (Desktop Network Collaboration Printers)

• Ensure the smooth running of the IT operations in the field including user support IT systems network services communications and connectivity;
• Provide guidance and support to field office IT staff as they perform troubleshooting and maintenance tasks on the servers PCs and other devices;
• Network configuration assessments and implementing Hardware/ software upgrades and improvements;

• Maintain collaborative relationships with Country Leadership.
• Manage and ensure feedback of country key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.

• Lead people hours and shifts: this will include staff and team scheduling
• Make sure all required responsibilities within the country are defined and staffed with appropriately skilled personnel.
• Participate in capacity modeling and forecasting over the Technologys planning or budgeting cycle.

• Assist in planning and executing Tech Majlis rollout projects and system implementations in the field in an organized and effective manner.
• Assist in planning and managing new office build outs and office moves

• Forecast future budget needs for the country Review country budget and Suggesting spending improvements that decrease costs.

• Proactively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
• Monitor country services and initiates actions to resolve any shortfalls according to agreed procedures.
• Develop and implement new IT procedures in the field and review and enhance existing procedures.

• Oversee local communications ensuring the message is consistent and engaging.
• Collaborate with field teams to draft and roll out messages for local content.

• Ensure the implementation of the asset management strategy across the country.
• Provide guidance on country asset management including areas such as
  -but not limited to- the maintenance of hardware assets licensing of software protection of intellectual property and legal obligations.
• Manage tools techniques and processes to create and maintain an accurate asset register.

• Facilitate and maintain relationships between Tech Majlis and country vendors/Suppliers negotiating contracts creating standards for the vendors and finding the best available vendors.

• Identify and assess the training needs of the Techmajlis team through job analysis career paths and consultation with managers.
• Effectively manage the training budget.

• Apply techniques to control the demand upon a particular resource or service.
• Forecast plan country demand and provide reports concerning demand management
• Develop routine and ad-hoc country demand reports for management.

• Ensure that customers have a positive experience with Tech Majlis service.
• Participate in Operations reviews…