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About this role
The Director Solutions leads the operational management, support, and monitoring of NITB-managed digital platforms and applications, ensuring service continuity and operational performance in line with the NITB Act's 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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