IT Services and Support Manager

Job Purpose Statement:

Provide support to end users based on their requirements by capitalization on innovation and latest technology and automation. In addition to the implementation of the ITIL framework

Digitize and automate business and IT processes.

Roles & Responsibility:

• Maintain the ITIL framework (Incident, Problem, Service request, Change, Release and business continuity).
• Part of IT Service Desk as applicable.
• Liaise and coordinate with business leaders to identify potential digital and automation processes.
• Monitories and report IT Opex/Capex expenditure.
• Issue and maintain report IT performance and KPIs.
• Interact with program Leadership, reporting progress activity status.
• Interact with the other Stream Leads, ensuring cross-functional alignment.
• Interact with Communication Dep. to align about the communication plan and content.
• Quality check report.
• Monitories and report IT Risk, Audit and Cybersecurity.
• Monitories and report the execution of the IT strategy and roadmap.
• Managing and supporting end point devices.
• Ensure all end point devices are up to date with all OS/applications patches.
• Automate end point provisioning and maintaining up to date OS image customized for CATRION functional requirements.
• Perform other job-related duties as assigned.
• Perform other duties related to the job and/or the operation of the company, in accordance with the regulations of the Saudi Labor of Law. Adherence to Cybersecurity policies and procedures.
• Adherence to Cybersecurity policies and procedures.
• Dealing with data and information according to their level of classification.
• Avoid violating the rights of any person or company protected by copyrights, patents, or any other intellectual property, or similar laws or regulations.
• Compliance with Cybersecurity requirements related to the protection of user devices, Internet, software, systems, and Email requirements.
• Adhere to the acceptable use policy and Using CATRION information and technical assets only for business purposes.
• Obtaining the required permit from the security department or the owner of the authority in CATRION before hosting visitors in the company's specific sensitive sites.

Qualifications:

• Bachelor's degree in IT or relevant engineering.
• Minimum of 10 relevant years of experience.
• ITIL framework.
• IT Service Desk.
• Strong analytical and problem-solving skills.
• Automation and RPA.
• Knowledge in Microsoft 365.
• Working under pressure.
• Multi-task and meet deadlines.
• Self-motivation, excellent organizational skills and Leadership skills.
• Strong Ability in writing KPI’s for the Department.