The posting
Key Responsibilities:
- Office IT Transformation & Digital Workplace: Lead enterprise workplace modernization by evaluating and deploying collaboration platforms, Generative AI tools (e.g., Microsoft Copilot), and automated workflow solutions. Oversee Unified Endpoint Management (UEM) across multi-OS device fleets and high-performance AI PCs, while implementing smart office innovations including hybrid room video conferencing setups, hot-desking reservation platforms, and digital signage. Drive identity transformations through SSO, MFA, and PAM integrations, while running end-user enablement programs to maximize technology adoption and prompt-engineering literacy across the organization.
- Office IT Operations & Service Support: Direct day-to-day office IT operations aligned with ITIL frameworks to govern incident management, problem resolution, change control, and CMDB upkeep. Lead internal Tier 1 through Tier 3 IT support teams to ensure prompt service delivery and meet strict resolution SLAs. Modernize IT service management by leveraging AIOps tools, automated ticketing systems, and self-service portals to reduce mean-time-to-resolution (MTTR), while governing standardized user onboarding, offboarding, and asset management processes.
- Office Network Architecture & Cybersecurity Operations: Architect, deploy, and maintain high-availability enterprise LAN, WAN, SD-WAN, and Wi-Fi 6/6E network infrastructures across primary offices and regional branches. Enforce network perimeter and internal defenses using Next-Generation Firewalls (NGFW), Intrusion Prevention Systems (IPS), micro-segmentation (VLANs/VRFs), 802.1X NAC, and Zero Trust Network Access (ZTNA) gateways. Establish Data Loss Prevention (DLP) controls to prevent sensitive corporate data exposure to unapproved AI platforms, while maintaining redundant ISP leased lines and dynamic routing failover mechanisms.
- Security and Compliance: Ensure all infrastructure components and end-user services comply with applicable organisational policies, practices, and security and technology standards. Implement security measures including Data Loss Prevention (DLP), Access Control Management, Zero Trust security models, endpoint protection, and encryption.
- Governance, Vendor Management & Budgeting: Ensure all office IT infrastructure and transformation projects align with internal risk baselines, regulatory mandates, and ISO 27001 cybersecurity frameworks. Oversee third-party IT vendor contracts, system integrators, hardware maintenance agreements (ALC/AMC), and ISP service-level agreements to guarantee performance and cost efficiency. Formulate and execute operational (OpEx) and capital (CapEx) budgets, managing technical procurement lifecycles and software licensing compliance to maximize technology return on investment.
- Incident & Vendor Management: Lead root cause analysis for complex technical issues and oversee the performance of external service providers to ensure adherence to Service Level Agreements (SLAs).
- Procurement & Project Management: Draft technical specifications for technical procurement and tender requirements. Lead infrastructure projects from planning through deployment to operations. Coordinate with cross-functional teams, including security, networking, and application teams, during project execution. Manage vendors during project implementations to ensure timelines and compliance requirements are met.
- Stakeholder Engagement: Act as a bridge to provide technical guidance between technical teams, end-users, and management. This includes presenting and reporting on on-premise and end-user service reports and project status updates.
What We Are Looking For
Experience & Qualifications
- We require an advanced diploma or bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, with 3–6 years of relevant experience in IT Service Management.
- Practical experience in one or more operational domains:On-premise Wintel infrastructureServer/network room environmental managementEnd-user computing facilities (including office networking, operating systems, and core software)
- Certifications such as:Microsoft certifications (MCSA, MCSE)Network certifications (Network+, CCNA, CCNP)ITIL Foundation or higherProject Management Professional (PMP)An equivalent project management certification would be advantageous.
Technical Skills
End-User Computing Skills:
- Experience with Windows 10/11 and management using enterprise tools such as SCCM, Microsoft Intune, or WSUS.
- Proven hands-on track record in endpoint management operations, patch management, endpoint security, and compliance reporting.
- Sound understanding of Microsoft 365 operations, including Entra ID (or Active Directory concepts), SSO/MFA configurations, and seamless integration with Intune Mobile Device Management and modern enterprise AI productivity tools like Microsoft Copilot.
On-Premise Server/Network Infrastructure Skills:
- Experience managing on-premise server room operations, physical racking, power/cooling management, and virtualization platforms like VMware or Hyper-V.
- Strong understanding of core network concepts, including LAN/WAN design, subnets, Wi-Fi architecture, next-generation firewalls, VPNs/ZTNA, and Network Security Groups.
- Proficiency with infrastructure monitoring and logging tools such as syslog and data governance controls to guard against unauthorized enterprise data exposure.
