Assistant IT Manager

JOB SUMMARY:

The Assistant IT Manager is responsible for managing and supporting the organizations IT infrastructure business applications IT service delivery and technology projects. The role involves overseeing day-to-day IT operations ensuring compliance with group IT policies and standards managing IT support services supporting business applications and participating in the implementation of IT initiatives across the region.

The incumbent will work closely with business stakeholders vendors and global IT teams to ensure reliable secure and efficient IT services while driving continuous improvement and technology adoption.

KEY RESPONSIBILITIES:

IT Operations and Infrastructure

• Ensure compliance with Group IT policies procedures standards and security guidelines.

• Maintain and strengthen the IT infrastructure through the implementation of new technologies and best practices.

• Responsible for the installation configuration maintenance and support of hardware software and IT equipment.

• Perform routine audits of systems software hardware assets and IT processes.

• Develop maintain and support company IT systems applications databases and related technologies.

• Administer server infrastructure backup systems disaster recovery processes and business continuity measures.

• Manage internal and hosted network infrastructure including firewalls servers switches wireless networks and telephony systems.

• Monitor system server and network performance to ensure optimal availability and reliability.

• Provide technical support and guidance to end users and business teams.

Service Management and User Support

• Manage the IT Service Management (ITSM) platform and ensure timely ticket creation assignment escalation resolution and closure in accordance with defined SLAs.

• Lead and monitor the IT support team to ensure efficient and effective service delivery.

• Conduct root cause analysis for recurring incidents and implement preventive and corrective actions.

• Ensure proper documentation of incidents solutions procedures and knowledge base articles.

• Provide technical training and guidance to support staff and end users.

IT Projects and Business Applications

• Support the planning coordination and implementation of IT infrastructure and business application projects.

• Collaborate with business stakeholders vendors and project teams to ensure successful project delivery within agreed timelines and budgets.

• Coordinate and facilitate User Acceptance Testing (UAT).

• Develop training materials and conduct end-user training sessions.

• Provide post-implementation and production support.

• Participate in change management activities and ensure compliance with organizational change control processes.

• Ensure proper project documentation.

• Work closely with global and regional IT teams to align project implementations with corporate IT standards and architecture.

Vendor Asset and Budget Management

• Assist in preparing and managing IT budgets.

• Manage procurement of IT hardware software licenses subscriptions and maintenance services.

• Maintain IT asset inventory and software licensing records.

• Manage relationships with IT vendors service providers and implementation partners.

Security Compliance and Governance

• Support IT security initiatives and ensure compliance with security policies.

• Develop and maintain IT policies procedures and disaster recovery documentation.

• Support periodic security assessments audits and remediation activities.

• Prepare and present IT operational reports KPIs and project status updates.

QUALIFICATION AND EXPERIENCE:

• HND or Bachelors degree in Computer Science Computer Engineering Information Technology Cybersecurity or a related field.

• Professional IT Certification (such as Microsoft Azure Microsoft 365 ITIL Foundation etc.) is highly preferred.

• A minimum of 5 to 8 years of progressive IT experience with at least 2 years in a senior support or supervisory capacity.

SPECIALISED SKILLS KNOWLEDGE AND ATTITUDE:

• Must embody the core ECOM Values (Integrity Innovation Inclusivity Excellence and Collaboration).

• Hands-on proficiency with VLAN management IP routing subnetting firewalls and managing enterprise switches.

• Direct experience managing Active Directory Server architectures and office suites (e.g. Microsoft 365).

• High-level analytical skill to spot and isolate complex bugs or network failures under pressure.

• Excellent verbal and written English communication to present technical situations clearly to non-tech executives and teams.

• Proven ability to make sound decisions guide teams and mediate workflows.