Job Description: IT Manager& PaaS Administrator

Purpose

 To manage the Jordan Open Innovation Platform (JOIP), the NCI lifeblood, and its IT infrastructure, ensuring a seamless operation and service delivery. This person will oversee software engineering and system managementto harness PaaS and cloud technologies to affect digital transformation and technologically enable NCI as a customer-driven business.

Role

Responsible for the administration, maintenance and ongoing operation of the IT Platform, ensuring high-quality PaaSuptime, performance, updates, troubleshooting, and hosting and infrastructure. He will enhance the platform to help grow the NCI customer base, services and revenue. This person will work under the guidance of the Project Management (PM) Consultant and NCI Director and is expected to evolve into the lead executive role, reporting directly to the NCI Director.

Job Duties & Responsibilities

1.Perform senior technical and IT leadership for the NCI and its Platform, JOIP.

2.Assist the PM Consultant and NCI Director to ensure that the Platform development by an outsourced IT Development Company is delivered to requirements and on time.

3.Serve as a point of contact between the IT Development Company and the NCI on all matters of documentation to ensure the Platform architecture and base are fully documented, including full systems life cycle (designing, coding, testing, implementing, maintaining and supporting the Platform applications software).

4.Serve as Platform IT Administrator in post deployment, working closely with NCI Director and team members to administer quality technical solutions, and ensure they are aligned with business objectives, and ITarchitecturaland service standards. Oversee day-to-day management of the Platform operations and troubleshooting.

5.Participate in marketing activities of the Platform, supporting the NCI Director and Product and Sales Manager, and conduct meetings with customers to explain the Platform functionality and services.

6.Maintain Platform Service Level Agreements (SLA) between the NCI and its customers to ensure that performance obligations are met (1) , and provide technical support to customers to troubleshoot and resolve technical issues.

7.Maintain the platform technical documentation, tutorials, and technical articles for internal development and client support.

8.Readiness to be on call at times, make visits to client offices and show a high degree of flexibility. Provide phone and email support for Platform customers.

9.Conduct data mining and reporting on the Platform database and publish reports on users, use, and outcomes, including participating in NCI’s annual reports.

10.Make recommendations for Platform technology upgrades and improvements to IT systems.

11.Manage relationships with third-party IT solution providers and technology partners of the platform.

(1) Palo Alto Networks definition: A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered. The metrics that define levels of service for an ISP should aim to guarantee: a description of the service being provided, reliability, responsiveness, procedure for reporting problems, monitoring and reporting service level, consequences for not meeting service obligations, and escape clauses or constraints.

Requirements: Qualifications & Experience

1.Bachelor’s degree in computer science or information technology. Advanced technology degree is a plus

2.  5+ years hands on experience in managing a broad range of IT matters at a location with 20 or more users. 1 to 3 years in a technical support function, working with enterprise solutions or web applications is a plus.

3.  Experience of delivering business-driven IT projects in a fast-paced, customer driven environment.

4.  In-depth understanding of database management system, and experience in provisioning of cloud technologies and business solutions, such as Microsoft BI, data warehousing, and database management systems (SQL Server, ETL, SSIS, MS Azure).

5.  Data mining and informatics experience. Knowledge of Tableau report visualizations is a plus.

6.Experience of modern application hosting and deployment is a plus, especially supporting platform applications using API and SDK integrations.

7.High standard of written and verbal communication – clear, concise and accurate, able to present to technical and non-technical audiences.

8.Ability to work under pressure, with effective communication, time management and problem-resolution and analytical skills.

9.Strong interpersonal skills, with the ability to communicate well with a wide range of end-user personalities and skill sets, are required. Needs to be a team player and have an openness to helping others.

10.Show interest in and be conversant of latest trends in Information Technology, current and emerging web-based technologies and understanding the impact upon NCI’s business prospects.