Summary
Date Posted: Friday, October 21, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Position: IT Infrastructure Development & Support Officer
Grade: Officer
Reports To: Manager/Assistant Manager, It Operations
Direct Reports: None
Job Purpose:
1. Maintain IT Service catalogue.
2. Serve as the IT purchasing and budget officer.
3. Manage and report on service-level agreements.
4. Provide helpdesk support and resolve problems to the end user’s satisfaction.
5. Manage relationships with vendors that supply IT goods and services to the Fund.

Key Responsibilities:
1. Administer the help-desk system.
2. Provide user support and system administration services.
3. Manage contracts and service agreements for the Fund’s IT vendors.
4. Provide a single point for escalation of issues that the IT Department cannot resolve internally and require external vendor assistance.
5. Ensure representation of IT during the evaluation of bids/quotations for the supply of IT-related items with representatives from other User Departments.

Duties:
1. Document and maintain an IT Service catalogue.
2. Negotiate Service Level Requirements with customer departments. Prepare service level agreements and ensure that targets within the Service Level Agreements are met.
3. Ensure all backend agreements for SLAs are established, including Operational Level Agreements, Underpinning Contracts and agreements for the IT Service Management processes are appropriate for the agreed service level.
4. Monitor and report on service levels.
5. Plan service reviews and facilitate meetings.
6. Develop and update templates for the Service Level Management process.
7. Log all service requests and perform initial problem analysis and resolution.
8. Monitor and respond quickly and effectively to requests received through the IT helpdesk and follow up on the status of escalated requests and close resolved ones.
9. Perform system administration and prepare status reports on user accounts existing on the Fund’s systems and submit daily reports for staff taking leave.
10. Validate and respond to users requesting services from the Help Desk concerning the Fund’s IT Services Catalogue.
11. Escalate service requests to other support tiers following the Fund’s IT Operations Plan and documented procedures.
12. Follow up with second- and higher-level support tier personnel on the status of escalated service requests and update the service request records in the Help Desk system and the service request originators.
13. Verify the satisfactory completion of service requests with their originators and complete the service request in the Help Desk system.
14. Review Help Desk records and returns from Customer Satisfaction Surveys and make recommendations to improve customer service.
15. Review and update the IT Operations Plan.
16. Provide input to the Division reports, particularly with activity reports on user support performance.
17. Monitor and administer IT contracts and vendor service agreements.
18. Assist in the preparation of technical specifications of IT-related items to be acquired by the Fund and of contracts and service agreements between the Fund and IT vendors.
19. Initiate requests for IT purchase along with the signed-off technical specifications.
20. Manage and coordinate IT procurements.
21. Review vendor performance and make recommendations for pre-qualification.
22. Compile and present department budget proposals for review each financial year.
23. Monitor, update and report on the department budget.
24. Work with the section head to develop section work plans and budgets.
25. Any other duties that may be assigned by the Division Manager or Head of Department.

Expected Outputs:
1. Service call updates
2. Bid evaluation report
3. Technical memoranda
4. Individual Balanced scorecard
5. Quarterly inventory reports
6. Purchase and payment requests
7. Updated Configuration Management Database (CMDB)
8. Technical reports e.g. Status reports on service calls, vendor performance, budget reports, technical investigation reports and equipment verification report forms.
9. Service call updates, IT system incidents, applications, and database status reports.
10. Technical documentation and reports e.g., Standard Operating Procedures (SOPs).

Competencies:
Technical Competencies
1. Security administration.
2. Network control, operation and support.
3. Problem management and troubleshooting.
4. Service desk and incident management.
5. Customer Relationship Management.

Behavioural Competencies
1. Accountability and Dependability: Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
2. Transparency and Integrity: Earns others’ trust and respect through consistent honesty and professionalism in all interactions.
3. Team spirit and collaboration: Promotes cooperation and commitment within the team to achieve the Fund’s organizational goals and deliverables. Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect
4. Adaptability and Flexibility: Adapts to changing needs, conditions, and work responsibilities.
5. Self-Management and thoroughness: effectively manage own time, priorities, and resources to achieve goals. Ensures that work is complete and accurate and independently follows up with others to ensure that agreements and commitments have been fulfilled.
6. Communication: Shares and receives information using clear oral, written, and interpersonal communication skills.
7. Stress Tolerance/tact: Maintains composure in highly stressful or adverse situations, and diplomatically handles challenging or tense interpersonal situations.
8. Employee Engagement and enthusiasm: Demonstrates commitment to the job, colleagues, the Fund, and its mission by acting in ways that further the accomplishment of its goals.
MINIMUM QUALIFICATIONS AND EXPERIENCE:
1. A first-class or upper-second-class degree in Engineering, Computer Science, Information Systems/Technology, or other quantitative fields from a recognized University is essential.
2. Professional certification in relevant fields such as ITIL, CISSP, CCNA, CCNP MCSE Server Infrastructure, Microsoft and Cisco is essential.
3. Possession of IT Infrastructure Library (ITIL) certification is an added advantage
4. 3+ years of related professional experience within Information Technology in a similar role is essential for Senior Officers while no prior experience is required for officer positions.
5. Knowledge and experience with UNIX/Linux/Windows server systems administration are essential.
6. Extensive knowledge and experience delivering most of the following services – Mail, Storage (SANs), NTP, VoIP, DNS, RADIUS, Web, and Virtualization are an added advantage.
7. Strong hands-on experience in server virtualization, Cisco Firewalls, Switches, Domain Name Services and Active Directory Services is an added advantage.

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Apply online at https://careers.dpf.or.ug/job/it-infrastructure-development-support-officer/

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