BK TecHouseLtd. is a Digital, Lean-Agile Technology Company dedicated to delighting our customers, employees and shareholders by providing high quality Innovative Technology products and services that empowerour customers to strive in a fast-changing market. We provide equal employment opportunity for all, promote Servant Leadership andbehave with integrity and transparency. A career with BK TecHouseoffers greater opportunity, greater challenge and greater satisfaction.
Background information
Job Title: Lead IT Support & System Integration
Department/ Section/Unit: Technology Delivery
Location: Kigali-Rwanda
Reports to: Director of Operations & Business Development
Direct Reports: IT Support & System Integration Team
Purpose of the Job
The position of Lead IT Support and System Integration consist of administering, maintaining, and operating essential business applications and underly infrastructure (servers, hardware, networking, database storage, and operating systems), user hardware (desktops/laptops/tablets), client applications (offices 365 suite, productivity software, tools etc.), and security management. He/She will also be the technical mind behind internal and external systems integration that supports critical business needs.
Main Responsibilities
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- The Lead IT System Support & Integration will be in charge of:
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- IT System Support:
- Day-to-day technology operations and support of internal applications, SaaS applications, data center/cloud infrastructure, and network in a 24×7 environment;
- Ensure timely installation and upgrade of systems configurations including Operating Systems, Applications updates, Networking Devices, Security Patches and other packages related to the technology environment;
- Responsible for conducting regular compliancy system audits including network and data security to identify potential vulnerabilities and create mitigation plans that ensures business integrity, continuity, and protection of customer information;
- Manages hardware and software licenses, liaise with vendors to plan the budget, and shares recommendations with the Line Manager to control and improve financial performance;
- Participates directly in pre-production User Acceptance Test (UAT) of new products, applications, or services and share feedback proactively to minimize customer impacts;
- Actively manages Production Incidents, perform and document Root Cause Analysis (RCA), and carry out Problem Management in order to permanently fix and prevent persistent or recurring issues;
- Performs or delegates regular systems backups including configuration and data. Implement sustainable data protection, disaster recovery, and failover procedures;
- Oversees and gates deployment windows for minor and major system changes including new releases, system patches/upgrades, and migration activities;
- Ensures compliance of Internal, Partners, Government, and International regulations, policies, and standards;
- Manages, reports, and escalates risks (Team, System Performance, Operation Plans) to Line Managers as per agreed SLAs and advises them on strategies, procedures, tools, and budgets that improves overall productivity and efficiency.
Systems Integration
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- Defines and implements systems and data integration strategies to meet business needs;
- Optimizes integration operations to drive efficiency and minimize service interruptions;
- Dashboards and Reports on integration progress and system healthy checks.
Customer Support & Clientele Services
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- Responsible for the management, oversight, and prioritization of the IT Help Desk;
- Become products expert and lead process improvements and workflow optimization;
- Handles escalated customer inquiries and drive issue resolution;
- Solicits customers feedback, triage, and implement measures to address key areas;
- Drives customer satisfaction and maintain service KPIs.
Internal Policies
- Develops, manage and enforce functional policies, procedures and quality assurances best practices;
- Participates in IT financial planning with Director of Operations.
Key Performance Areas
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- Improve System High Availability/Uptime
- Meet compliance SLA targets
- Reduce Mean Time to Detection (MTTD)
- Reduce Mean Time to Resolution (MTTR)
- Prevent Major Security Vulnerabilities
Customer Support & Clientele Services
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- Implement the Support Matrix
- Reduce Number of support tickets, root cause analysis, prevention
- Improve Customer Satisfaction
- Improve Net Promoter Scope (NPS)
- Increase 2nd Response Time & Contact resolution rate
Boost Call/Request/Ticket quality
Working Relationship
- Technical Team
- Marketing & Sales Team
- Customer Support Team
Profession knowledge
- Experience with Relational and NoSQL Database operations
- Proficient in at least one programming language (Perl, R, Java, or C++)
- Experience with client scripting, server scripting, and automation tools
- Working knowledge of Cloud and Hardware Virtualization – AWS, VMware, or equivalent
- Background in SaaS/Software industry is preferred
- Good understanding of how applications development and business organizations use IT Infrastructure
- Understanding of ITIL and Service Management/Operations required
- Operations reporting experience relatives to OLA and /or SLA desired
- Practical knowledge of implementing effective Help Desks and IT Operations best practices, including security, storage, data protection and disaster recovery protocols
- Prior Vendor Management experience is of value
Experience
- 5+ years experience in IT Operations Management
- 3+ years in managing Help Desk Operations
Education & Professional certifications
- Bachelor’s Degree in Computer Science or Information Technology
- System Administration and IT Certifications in Linux, Microsoft or other network related fields is a plus
How to apply
Submit your CV to bktechouse@bk.rw by 17 May 2021
