JOB SUMMRY:
• Provides strategic and tactical planning, development, evaluation, and coordination of the information and technology systems for the UOL CAMPUSES network.
• Facilitates communication between staff, management, vendors, and other technology resources within the organization.
• Oversees the back office computer operations of the affiliate management information system, including local area networks and wide-area networks.
• Responsible for the management of multiple information and communications systems and projects, including voice, data, imaging, and office automation.
• Designs, implements, and evaluates the systems that support end users in the productive use of computer hardware and software.
• Develops and implements user-training programs.
• Oversees and evaluates system security and back up procedures. Supervises the Network Administrator.

• Directed and optimized all the operation of servers, networks, and systems. Provided timely, accurate, and consistent technical infrastructure service and presentation to internal and external clients. Coordinated with other teams to identify and implement new systems to support business function at effective cost.
• Plan, organize, control and evaluate IT and electronic data operations.
• Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems.
• Act in alignment with user needs and system functionality to contribute to organizational policy.
• Identify problematic areas and implement strategic solutions in time.
• Audit systems and assess their outcomes.
• Preserve assets, information security and control structures.
• Handle annual budget and ensure cost effectiveness.
• Responsible for ABL Infrastructure & information security policy and implementation.
• Responsible for DR planning & implementation.
• Responsible for Making and rehearsing Business Continuity Plan.
• Responsible for Primary, DR and Bunker site’s schedule health checks, PMs, contracts and license agreements for hardware, software and facility operations.

• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Planning and undertaking scheduled maintenance upgrades.
• Talking to clients and computer users to determine the nature of problems.
• Responding to breakdowns.
• Investigating, diagnosing and solving computer software and hardware faults.
• Repairing equipment and replacing parts.
• Supervising junior engineering and technical staff.
• Agreeing timescales.
• Obtaining replacement or specialist components, fixtures or fittings.
• Checking computer equipment for electrical safety.
• Maintaining records of software licenses.
• Managing stocks of equipment, consumables and other supplies.

• Develop and implement customer service policies and procedures.
• Define and communicate customer service standards.
• Review and assess customer service contracts.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Direct the daily operations of the customer service team.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Review customer complaints.
• Track customer complaint resolution.
• Handle complex and escalated customer service issues.
• Monitor accuracy of reporting and data base information.
• Analyze relevant data to determine customer service outputs.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Liaise with company management to support and implement growth strategies.
• Co-ordinate and manage customer service projects and initiatives.
• Ensure budget requirements are met.
• Evaluate and performance manage staff.
• Identify and address staff training and coaching needs.