System Support Head

The Head, System Support, oversees the daily operations of the Data Center and its personnel. He/she is tasked in safeguarding the system's physical and logical security, controlling computer hardware/software assets of the hospital, ensuring high performance and availability of systems, and, when necessary, initiating disaster recovery measures and restarting environment controls.

Duties and Responsibilities:

• Directs and Supervisesthe Database Administrator and System Administrator, to ensure that high availability, reliability, and responsiveness of all hospital systems.
• Ensures that capacity management is regularly done.
• Supervises in the installation, maintenance, and general support of systems.
• Performs preventative maintenance on software systems to prevent errors.
• Collaborates with Network and Telcom Management Head on network related concerns.
• Oversees the implementation of physical security in the data center and access restrictions within the division.
• Ensures that viruses, malware, and other damaging programs are removed from the software.
• Determines the reasonableness of software requests of the various hospital departments and units, and recommends appropriate configuration.
• Executes the change management procedures using the prescribed tools, documentations and guidelines.
• Supervises and/or directs in troubleshooting system problems and find fixes for them.
• Reviews and recommends approval of any system related upgrades and/or patches.
• Reviews and recommends approval of the service level agreements, purchase agreements and maintenance contracts with the vendors/carriers.
• Oversees adherence to hospital standards on system security, backup/recovery and hardware/software procurement, data communications, servers, workstations, windows and hardening standards.
• Supervises system backups and recovery and installation of new software.
• Ensures that backup measures are implemented and that backup discs are complete and kept safely in designated onsite and offsite areas.
• Ensures that all Data Center deliverables produced are accurate, complete and promptly distributed to Users.
• Develops and applies the Data Center problem management techniques to expedite resolution, dissemination and documentation.
• Plans, designs and implements effective programs to improve technical support services and response time.
• Provides support to emergency calls after office hours and escalates to the ITD Head when necessary.
• Organizes and plans the Department's workload, individual project assignments and productivity improvement initiatives.