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AH 1170 |
Team Lead
(Government Data Centre) |
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Duties: |
To provide leadership to a team that is responsible for the smooth
operation of the Government Data Centre - a secure and reliable hosting
environment for basic ICT connectivity, desktop as well as business
application systems, to facilitate an ICT-enabled workforce in the
Government of Trinidad & Tobago, and also support business transactions
between the Government and its external customers (i.e. the public and
the business community).
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Requirements: |
Education:
Bachelors Degree in ICT, MIS, Computer Science, Engineering,
Telecommunications, or other appropriate professional qualifications and
or any other relevant professional qualifications
Specialist knowledge and experience working with international ICT
best practices such as ITIL
Formal training in project management
Working Experience:
5 years experience at a management level implementing
and supporting enterprise-wide ICT infrastructure and enterprise
solutions
5 years experience managing real-time, mission-critical operations in
a fast paced ICT environment
A sound understanding of working within national, international,
corporate and industry and professional standards
Solid understanding of international trends in ICT-enabling
infrastructure and enterprise-wide applications, including pricing etc.
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Key Tasks: |
Operate and maintain enterprise-wide technical infrastructure and
shared application infrastructure (e.g. GovNeTT, FSi) to support
business applications hosted in Government Data Centre
Work with Solution Architect Office, Application Support Team,
Technical Support Team and Common Platforms Team to plan for technology
refresh, and implement enhancements to enterprise-wide technical
infrastructure and common application services (collectively referred to
as Common Platforms e.g. ePayment system, eAuthentication system)
Work closely with Application Support Team to ensure business
applications run smoothly
Provide Tier 1 helpdesk support to handle internal customer (i.e.
Government employees) call-in for problem logging. Performs the first
level of problem determination with the objective of resolving as many
problems as possible; and where necessary, escalates incidents to
Application Support Team and/or Technical Support Team (depending on the
nature of the problem) for Tier 2 support to resolve problem.
Track all logged calls to ensure that Government Data Centre meets the
Service Level Agreement (SLAs) as per agreement with customers in terms
of problem response and resolution time and procedures
Possesses good understanding of all the technology and technical
solutions being operated within Government data Centre for the purpose
of providing good Tier 1 helpdesk support
Resolves queries regarding installations, setups, error messages,
status, system procedures, system status, and downtime.
Establishes, maintains and updates technical procedures to document
steps for problem resolution.
Provides feedback to users to ensure problems have been resolved, and
provides status and feedback to end-users and members of the technical
staff.
Works with Application Support Team and Technical Support Team on
problem resolution applying knowledge of principles, practices and
procedures required to develop/design and implement information system
based solution in a LAN/WAN environment
Helps to identify training needs for users across ministries (based on
problems logged through helpdesk) and work with Head (Operations) to
plan for intervention (e.g. end-user training) to introduce good ICT
desktop usage practices, with an aim to address common usage problems
Contributes to the development of ICT annual estimates of expenditure
and other strategic / operational plans
Ensures the availability of the service as part of the daily routine
and oversees continuity management ensuring disaster preparedness
Work may require the ability to travel locally and overseas.
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