The Director Solutions leads the operational management, support, and monitoring of digital platforms and applications, ensuring service continuity and operational performance in line with the mandate for operations and maintenance of e-government programs.
Qualification: Minimum sixteen (16) years of education or a Master's degree will be preferred. Professional certifications in Agile, Scrum, PMP, TOGAF, ITIL, or equivalent will be considered an added advantage.
Experience: Minimum 10-12 years of experience in IT operations and application support, with at least 3-4 years in a senior role. Experience in managing enterprise-scale digital transformation initiatives, multidisciplinary technical teams, outsourced technology delivery, and government or large-scale ICT projects will be preferred.
Core Competencies: Operational Leadership; Problem Solving; Communication; Team Leadership. Role-Specific Competencies: Platform Operations; Application Support; Service Management; Operational Analytics.
Duties and Responsibilities
• Lead platform operations, application support, and service continuity for deployed government systems.
• Oversee operational monitoring, incident handling at the operational level, and service performance management.
• Lead digital transformation initiatives that improve service delivery, efficiency, and user experience.
• Oversee application support services, issue resolution, service requests, and operational problem management to maintain agreed service levels.
• Monitor platform performance, availability, operational metrics, and service quality, ensuring timely escalation and resolution of operational issues.
• Direct data management and operational reporting and analytics for platforms.
• Ensure digital platforms technology improvements in accordance with approved organizational standards, operational procedures, service management practices, and applicable security requirements
• Supervise Platform Operations & Support and provide direction for application support, platform monitoring, operational coordination, and service management activities
• Coordinate with engineering and infrastructure teams on operational stability.
• Prepare periodic operational performance reports, service availability metrics, and recommendations for continuous improvement
• Develop the capability of platform operations and support teams by promoting operational excellence, knowledge sharing, process improvement, and adoption of industry best practices.
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