IT Performance Management Principal Expert

Job Purpose

The role holder is responsible for monitoring and ensuring cybersecurity, firewall, and application performance, conducting thorough analyses, and developing KPIs to assess system health. They lead performance reporting, manage vendor compliance, and implement automated monitoring tools and quality control standards to ensure system integrity and operational efficiency. The role holder shall carry out their duties in accordance with the stipulated business policies and procedures.

Job Responsibility

Core Responsibilities 
•    Perform monitoring and assurance across cybersecurity, firewalls, and applications, aiming for security and efficiency. This includes conducting thorough analyses of application performance and cybersecurity measures
•    Evaluate network firewall performance related to key services (e.g., roaming, 4G, 2G) and set KPIs that assess the health of network firewalls, focusing on utilization, RAM, interfaces, and other critical parameters
•    Lead the development and dissemination of detailed status and performance reports against SLAs and KPIs, covering system, network, data management, storage operations, and IT performance. Daily performance reporting on servers, storage, and backup systems is included, along with metrics for all Applications Operations services
•    Develop and ensure measuring of digital performance indicators, including traffic, usage, operational efficiency, API performance, and response times. This process involves aligning with stakeholders on definitions and calculation methodologies
•    Review the analysis of systematically collected performance KPIs for apps and cybersecurity to spot service deteriorations or potential areas of concern. Monitor performance trends over the medium to long term, conducting root-cause analyses on identified issues
•    Review regularly vendor and Managed Service Providers (MSPs) engagements to ensure they meet compliance standards, the quality and timeliness of deliverables, and performance expectations
•    Establish routine system and data reconciliation processes to ensure consistency across billing, network, and customer service platforms
•    Ensure implementation of automated tools for real-time monitoring and reconciliation of network traffic, usage data, and financial transactions.
•    Develop clear protocols for discrepancy identification, analysis, and resolution between different IT systems and databases
•    Review regularly and ensure updating reconciliation procedures to align with new technological advancements and business requirements
•    Develop quality control standards for all IT operations, focusing on system performance, data integrity, and user experience
•    Establish and ensure automated quality checks and balances at key points in the IT workflow to identify and correct errors proactively

Job Responsibility (cont.)

Years of Experience

Nature of Experience

• Prior experience in a Preferred prior experience in managing technology or service operations in a Telecom organization with experience in managing operations internally and with vendors / MSP

Preferred prior experience in Technology operations processes design and implementation

Job Band

STP- Similar Director Manager

Skills

Education

Additional Education

Certifications

    Relevant certification in Advanced Project Management (PMP or Prince II)
    Relevant certification in (e.g. change management or any relevant certification).