The Aga Khan University is a private, international university committed to international standards of excellence in teaching, research and service. Its teaching hospital, the Aga Khan University Hospital has been accredited by the prestigious Joint Commission International for achieving the highest international healthcare standards.
Responsibilities:
Reporting to the Manager, Information Technology you would be responsible to take charge of the situation and help continue the improvement process which is in line with IT process and policies. This would involve coordinating between customers, technical team and functional leads across AKU to capture information from a diverse audience, discover the root cause, and help put permanent fixtures in place.
Specifically, you will be responsible to;
be operational supervisor for the team, who is the front face of IT Support
ensure optimal use of resources, with the high response level 24x7
be able to adapt with changes and to be responsive in any/all situations
apply creative and critical thinking and diagnostic ability to get the root cause and champion the cause to implement solutions
benchmark with other companies and spotting new trends in business processes and latest technology
create the key concepts, guiding principles and design of new solution/revised process which can raise the operational capacity of the team
advice the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the ServiceDesk and help eliminate areas which cause problems
consider multiple options, analyze alternatives, and select the one that best supports the business need and technical reality
proactively recognize and report on trends leading to recurring technical problems
recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department
any other tasks assigned by Manager, IT.
Requirements:
Bachelors in Computer Science/Engineering from a leading institution
minimum 4-5 Years experience in related field
Foundation Level ITIL certification would be a definite asset
ability to document, critically analyze and assess a variety of information, identify priorities and resources and propose alternatives business processes
ability to communicate effectively orally and in writing and to present documents in non-technical language
ability to establish and maintain effective working relationships in a multi-disciplinary work environment and be on stand-by for any/all escalations
excellent requirements gathering and process mapping skills
multi-tasking ability and good judgment with ability to work under pressure.
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