IT Technical Lead

**Job Purpose**

The IT Technical Lead is responsible and accountable for the supervision of the IT team, as well as the planning, implementing and management of the IT infrastructure and IT operations for the business unit, including hardware, software, networks, data centres, and telecommunications facilities and related equipment used to provide information technology services to business operations in a manner that is easy, appropriate, reliable and secure in line with business and regulatory requirements.

**Key Performance Areas**

**Delivered Unit IT Plans**
- Keep up to date with changes, innovations and leading practice in the IT environment.
- Understand the IT, technology and business plans and develop the unit’s IT infrastructure and operational plans, roadmap, and objectives including network, storage, AV and telecommunications plans to support the operations
- Conduct proactive investigations and analyses into potential technology requirements and work with the team to deliver the technical components and technology infrastructure to support current and future business products, and processes
- Manage and monitor the IT infrastructure to ensure that systems, processes and testing is in place to protect sensitive information and included in operational prioritization and planning
- Conduct risk impact analyses to determine the impact of failure of hardware, systems and data loss for critical business processes.
- Integrate business continuity and security programmes into network and infrastructure solutions throughout IT systems and platforms to mitigate any identified risks and meet business objectives and regulatory requirements
- Plan and implement all IT infrastructure and operational project requirements, ensuring delivery against plans, timelines, budgets and quality standards
- Align the Business unit data centre with Group requirements
- Compile action plans and measurements for the implementation of approved projects
- Facilitate the communication and implementation of deliverables
- Verifies systems health by conducting periodic audits and self-assessments of technologies within the Organizations’ Risk and Security Framework

**IT Infrastructure Support**
- Maintain and monitor all data center infrastructure and ensure any issues are proactively identified and corrected
- Performs testing on all changes to hardware and software
- Acts as a technical liaison between Central IT and vendors delivering work onsite.
- Compile plans and participate in project efforts including definition of requirements (including installations and testing of servers and server components)
- Ensures backup and maintenance activities for all data center infrastructure
- Performs routine maintenance tasks for infrastructure systems (such as backups, patch management, and hot fixes)
- Identify risk areas, issues and challenges with software configuration
- Conduct quality assurance on work performed
- Conduct post implementation reviews
- Make recommendations on server components or equipment to improve system performance
- Escalate any issues that cannot be resolved to Central SunIT

**Network Support**
- Performs installations, moves and decommissioning of access layer networking components (i.e. network components connected to end user devices e.g. Micros)
- Monitors bandwidth for the site and notifies Central IT of any out of the ordinary requirements
- Performs routine AD maintenance (such as disabling dormant accounts, adding and removing machines from AD)
- Plan changes and configuration requirements and project manage implementation
- Conduct repairs and testing of the network, and detect and respond to network components or equipment to improve system performance
- Monitors capacity requirements in terms of (e.g., disk space, storage, and CPU utilization).
- Identifies performance problems and proactively provides recommendations and solutions
- Recommends changes and enhancements for improved system reliability and availability
- Conduct post implementation reviews and escalate any unresolved issues

**Telecommunications Support**
- Manage the functioning and enhancements of telecommunications equipment and systems to enhance the guest experience within the business
- Plans network voice and video installations by studying technical specifications.
- Establishes voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.
- Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; conferring with engineers.
- Maintains the network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.
- Maintains customer rapport by listening to and resolving concerns; answering questions.
- Maintains safe work environment by following standards and policies.
- Responsible for setup, operation, and maintenance of all voice