• Manage and maintain the company's Microsoft-based IT infrastructure, including Microsoft 365, Azure, Intune, Defender, and Entra ID. • Administer and optimize Microsoft Intune for endpoint management, device provisioning, compliance policies, application deployment, and lifecycle management. • Manage endpoint security using Microsoft Defender and implement security best practices across the organisation. • Maintain cloud infrastructure and services (Azure, AWS, Google Workspace where applicable). • Design, implement, and maintain IT security policies and standards aligned with industry frameworks such as SOC 2 Type II and ISO 27001. • Support security audits, risk assessments, and compliance initiatives. • Lead IT infrastructure improvements and cloud optimisation projects. • Monitor software licensing and identify opportunities for cost optimisation. • Manage IT vendors, hardware procurement, and technology lifecycle. • Automate repetitive IT processes using Microsoft Power Platform and other automation tools. • Research, evaluate, and implement new technologies that improve productivity and security. • Provide technical leadership and support for internal users. • Maintain IT documentation, procedures, and knowledge base.

• Own and manage relationships with external IT service providers. • Define service expectations, scope, and priorities in alignment with business needs. • Monitor service delivery, performance, and adherence to agreed SLAs and KPIs. • Oversee the organization’s IT infrastructure landscape, including: Cloud environments (servers and virtual machines) Data backup and recovery systems Network architecture and connectivity across all office locations Website hosting and related services • Ensure alignment of IT services and infrastructure with overall IT architecture and operational standards. • Act as the central coordination point for all IT-related requests and activities. • Own and manage the IT workplace ecosystem, ensuring a seamless end-user experience. • Manage the full IT asset lifecycle, including: Procurement Deployment and configuration Maintenance and replacement Decommissioning and disposal • Oversee end-user hardware, including laptops, mobile devices, and peripheral equipment. • Coordinate device-related onboarding and offboarding processes for employees. • Ensure standardization, cost efficiency, and user satisfaction across the workplace environment. • Own, maintain, and enforce the Acceptable Use Policy (AUP). • Own and maintain a centralized and accurate hardware and software asset register. • Ensure transparency of: Asset inventory Ownership and allocation Lifecycle status and associated costs • Establish and maintain standards for asset tracking, documentation, and governance. • Align asset data with financial tracking, procurement records, and operational usage. • Own and manage software procurement processes and policies. • Ensure software acquisitions follow standardized workflows and approval processes. • Oversee software lifecycle and license management, including: License allocation and tracking Usage monitoring and optimization Renewal and termination management • Ensure software usage remains aligned with internal governance and compliance requirements. • Continuously review the software portfolio to identify cost optimization opportunities and eliminate redundant or unused licenses. • Ensure IT assets, software, and infrastructure are operated in accordance with applicable governance frameworks and organizational policies. • Coordinate required reviews related to data protection, cybersecurity, and IT security requirements. • Collaborate closely with the Data Protection Officer (DPO) and Information Security Officer to ensure effective implementation of security and compliance requirements within IT operations. • Manage IT vendors, contracts, and service agreements throughout their lifecycle. • Drive IT cost transparency and optimization, including: Budget planning and tracking Identification of cost-saving opportunities • Provide operational visibility and reporting on IT assets, services, vendors, and associated costs to support informed business decisions.

• Understand Business Operations • Collaborate with cross-functional teams on requirements • Develop, Test and Maintain software applications • Work with DB2/400 and SQL for database management and optimization • Handle batch jobs, job scheduling, resolve defects and debugging • Improve Efficiency & Productivity • Data Management & Reporting • System Integration

• Serve as the escalation point of contact for customers seeking technical assistance via phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine best solution based upon the issue and details provide by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support when needed • Provide accurate information on IT products or services • Record events and problems and their resolution in ticketing system • Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved • Represent company professionally to all interested parties including customers, prospects, and outside vendor partners • Adherence and commitment to company Core Values • Process oriented, with great attention to detail • Other duties assigned