Job description:

1. IT Infrastructure & Operations Management

• Monitor, maintain, and provide on-going support for all system hardware and operating systems, including Servers, CCTV, and Networking, to ensure optimal performance.
• Conduct regular health checks on IT network and infrastructure equipment such as VMware, SAN storage, email, firewalls, WA, switches, and routers.
• Troubleshoot, diagnose, monitor, and resolve technical support requests related to networks, infrastructure, middleware, servers, and end-user systems.
• Monitor and ensure the successful execution of scheduler jobs and replication/backup processes. Proactively track logs and alerts across servers and networks to identify and mitigate potential issues.
• Set up and maintain the User Acceptance Testing (UAT), Production, and Disaster Recovery (DR) environments for application systems.
• Provide IT-related administrative support, including user account management, IT asset management, and maintaining/updating IT inventory records.
• Ensure company facilities and systems are functioning by ensuring proper maintenance of facilities and software systems.

2. System & Process Enhancement

• Enhance operational efficiency by proactively identifying and bridging gaps in our current software and NetSuite processes.
• Serve as the in-house subject matter expert to analyze business requirements and provide strategic recommendations for IT solutions.
• Analyze existing computer systems and make recommendations for upgrades and improvements.
• Lead efforts to design, implement, and configure scalable and secure infrastructure/network systems, including architecture design and capacity planning.
• Work with relevant parties to replace, upgrade, or introduce innovative technology solutions that meet IT, security, and business requirements.

3. Security, Governance, and Disaster Recovery

• Implement safety procedures to protect company data and data recovery plans.
• Regularly update the IT Disaster Recovery Plan and implement backup procedures to protect company data.
• Identify, assess, and report IT risks, threats, and vulnerabilities within the infrastructure and network.
• Ensure timely upgrades of EOL systems, firmware, and security patches to maintain system integrity. Execute scheduled vulnerability scans and implement remediation measures to address identified gaps.
• Manage and improve the current IT Policy for the company.
• Review and maintain documentation for IT systems and procedures, ensuring IT practices comply with established policies.
• Facilitate internal and/or external audit engagements and drive the remediation of findings based on agreed-upon recommendations.

4. Stakeholder & Vendor Management

• Serve as the primary liaison between the Rainbow Distribution IT team and the HQ.
• Coordinate and resolve IT support requests from employees with the IT department in overseas offices.
• Handle the escalation of critical issues, collaborating with stakeholders to formulate effective solutions and managing the end-to-end implementation process.
• Liaise with external vendors and contractual support for hardware/software issues or defective products.
• Manage the procurement of IT-related hardware/software, services, and handle licensing and maintenance contract renewals.

5. Ad-hoc & Escalated Responsibilities

• Handle Pico After Sales Support escalation issues that cannot be solved by on-the-ground staff.
• Lead and participate in assigned project management tasks.
• Perform any ad-hoc jobs assigned by HQ.

Job Requirements:

• Education: A bachelor’s degree in computing or an equivalent qualification is required.
• Certification: An ITIL 4 certification is necessary.
• Skills: The candidate must be IT savvy and able to stay current with advancements in the field.
• Preferred Knowledge: Prior experience with NetSuite is considered a plus.
• Stakeholder Management and Communication: The candidate must have strong skills in collaborating with various stakeholders to formulate solutions and acting as the primary liaison between the local IT team and HQ.
• Project Management: Demonstrated ability to manage the end-to-end implementation of new solutions, ensuring successful deployment and adoption by end-users.
• Problem-Solving and Escalation Management: Proven experience in handling escalated support issues that require a higher level of technical expertise and escalating critical issues effectively.
• Strategic and Analytical Thinking: The ability to analyse existing computer systems and make strategic recommendations for necessary upgrades and improvements.
• IT Security and Governance: Experience in implementing data safety procedures and data recovery plans, as well as managing and improving company IT policies.