Head of IT Infra and Support

The Head of IT Infrastructure & Support will be responsible for implementing, managing and maintaining VIVA’s IT infrastructure ensuring its reliability, scalability, and security. This role also involves managing IT support services for speedy resolution of issues across stores, warehouses & offices.

KEY RESPONSIBILITIES

1. IT Infrastructure Management
   • Develop and execute the IT infrastructure roadmap & ensure the infrastructure is scalable, secure, and capable of supporting the organization's current and future needs.
   • Maintain and manage the company's IT infrastructure, including hardware, servers, networks, and cloud environments in an effective & cost-efficient manner.
   • Timely set up of IT systems and infrastructure in new territories and for expansion in existing territories.
   • Oversee the design, implementation, upgrade and maintenance of on-premise, cloud, and hybrid infrastructure solutions.
   • Monitor system performance and implement improvements to ensure optimal operation.
   • Drive cost-saving initiatives through automation, consolidation, and cloud optimization.
   • Oversee procurement of IT equipment in an efficient and cost-effective manner.
   • Maintain IT asset inventory and documentation.
2. Security & Compliance:
   • Implement and maintain robust cybersecurity measures to protect organizational assets.
   • Ensure compliance with Organizational standards and regulatory requirements.
   • Work closely with IT security teams to mitigate risks and respond to incidents.
3. Network & Cloud Management
   • Monitor and maintain network performance.
   • Manage user access controls and authentication mechanisms.
   • Implement and maintain robust security measures to protect the organization's IT infrastructure and data.
4. IT Support
   • Develop and implement IT support policies, procedures, and best practices to ensure high levels of customer satisfaction.
   • Manage the IT service desk, ensuring that incidents and service requests pertaining to hardware, software, and networking issues are resolved within agreed SLAs.
   • Oversee the setup, configuration, and troubleshooting of hardware and software.
5. Vendor Management:
   • Manage relationships with third-party service providers, vendors, and contractors.
   • Negotiate contracts and ensure that all vendors meet performance and quality standards.
   • Oversee the procurement of IT equipment and services.
6. Risk Management and Compliance:
   • Identify potential risks in IT operations and projects and establish measures to mitigate those risks.
   • Ensure compliance with relevant regulations, data security standards, and internal policies.
   • Implement disaster recovery and business continuity plans.

CANDIDATE SPECIFICATIONS

Qualification

• Bachelor’s or Master’s degree in Information Technology/ Computer Science Engineering.

Experience

• 15 + years of well-rounded experience in IT with at least 10 years in IT Infrastructure & Support roles.
• Retail industry experience is a must. Discount grocery retailing experience will be a distinct advantage.
• Experience in leading multi-country operations with a good understanding of multi-country sourcing.
• Background in startup environments and enterprise-level transformation projects.

Attributes

• Should have the right cost orientation in alignment with the business model.
• Should be willing to walk the extra mile and work in a high pressure scale-up environment.
• Should have good leadership & interpersonal skills.