IT Manager (Head of Information Technology)

at  TELECENTRE SERVICES PTE LTD

We’re seeking a dynamic Head of IT to oversee our data center and network infrastructure, ensuring optimal performance. This role involves not only managing system development, testing, and implementation but also leading and mentoring a high-performing IT team. Responsibilities include training and collaborating with other departments to align technology solutions with organizational goals.

JOB QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• 4 years of relevant management experience
• Working experience in programming, analysis, development and database administration on a Microsoft platform / environment.
• Strong technical knowledge of computer systems, networking, and software applications.
• Excellent communication and negotiation skills.
• Proven ability to develop and implement IT policies and procedures.
• Familiarity with contact centre systems (IP, cloud solutions, AI a plus).

• Ensure cost-effective operations and maintenance of computer systems, including desktop PC-based systems and network infrastructure.
• Oversees the entire lifecycle of system management, including personnel training and development during system development, deployment, configuration, maintenance, and troubleshooting.
• Develop, implements, and maintain policies and procedures for hardware and software maintenance and use.
• Develops, implements, and sustains operational controls to ensure the reliability and efficiency of system operations.
• Serve as the designated data protection officer, ensuring the security and integrity of data.
• Negotiate and recommend service level agreements to meet business needs.
• Take ownership of ISO certification and renewal processes.
• Proactively develop contact center technology trends and solutions, engage with vendors to assess investment opportunities and viability, and provide regular updates to management.
• Capable of accurately scoping tender and client requirements, and providing comprehensive solutions, cost estimates, and relevant write-ups promptly and efficiently.
• Develop and implement disaster recovery plans for network infrastructure to ensure business continuity.
• Manage the sourcing of hardware, support, media, and consumables, including negotiating service level agreements.
• Plan and implement hardware and systems software upgrades to improve system performance and reliability.
• Ensure that the IT system aligns with designated project specifications and meets quality standards.
• Lead the analysis, specification, and planning of systems development projects to meet user requirements.
• Conducts a comprehensive review of available resources in relation to both current needs and future requirements. Develops thorough studies and offers recommendations to advance short-term and long-term goals and objectives.
• Test systems and resolve performance issues to ensure optimal functionality.
• Develop documentation covering system specifications, test procedures, and user guides.
• Control software changes and maintain accurate documentation.
• Develop and manage the budget for the application systems department.
• Develop and implement application systems strategies that align with business requirements and overall IT strategy.
• Set priorities with business managers and allocate resources accordingly to meet project deadlines.
• Manage systems resources to support the development of emerging systems, short-term projects, and emergency requirements.