How To Manage A Web Service

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Job Description

Internet Services Manager

Organisation:

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Location:

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Reports to:

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Supervises:

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Working conditions:

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possibility of working after office hours and on weekends as and when required

Last updated:

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Job Summary

The Internet Service Manager is responsible for managing and maintaining the day to day operation of the internet software, and supporting hardware and network infrastructure. [701]

{Add/edit local statement} e.g. The manager will strategically manage the Internet and Groupware Services team, acting as the MITA Internet Service Provider (ISP) to provide Email (and the suite of applications), secure mail and Internet solutions, services and support. The manager will strategically manage the Internet and Groupware Services team. This is a team of highly technical people that manage and support the Agency’s overall objective of delivering highly efficient and effective Groupware services including Internet services.

Main Duties

 Ensures successful planning and implementation of internal website development projects to timescale, cost and quality requirements. [30241_{, 3034}2_]

- Manage project or programme planning and scheduling activities [3024.01] - Monitor, document and communicate relevant information relating to project or

programme planning and scheduling activities [3024.02]

1_{https://www.mita.gov.mt/Standardsitalent/html/indexb69e.html?disciplineId=d9f7a666-fb43-4370-b096-209adc12f3f9} 2

Page | 2 - Identify improvements for project planning and scheduling activities [3024.03] - Implement strategy and standards and manage the team for project execution and

control activities [3034.01]

- Monitor, and communicate relevant information relating to, project or programme execution activities [3034.02]

- Identify and obtain agreement for changes to project or programme baseline plans, as directed [3034.03]

 Manages internet services investment, provision and resourcing according to organisational policy and procedures. [30853, 30954]

- Implement and manage the deployment, and be accountable for the quality and effectiveness, of project and/or programme resources [3085.01]

- Monitor, document and analyse resource management activities relating to a programme and communicate relevant information [3085.02]

- Design the resource plan for a programme [3085.03]

- Manage programme budget and expenditure and identify / authorise actions relating to project finances [3095.01]

- Review, analyse and communicate relevant information relating to project and programme financial management activities [3095.02]

- Authorise project budgets, and prepare and gain sign off for programme budgets [3095.03]

 Ensures consistent delivery and operation of high quality email and internet solutions, services and support to internal and external clients. [7015.015]

- Manage and develop the provision of service operations [7015.01]

 Monitors and reports on the quality and effectiveness of internet service management and performance to meet business and organisational objectives. [7015.026_]

- Monitor and report on the quality, effectiveness and customer satisfaction relating to the provision of service operations [7015.02]

Page | 3 - Review, and help Identify and implement improvements to, the provision of service

operations [7015.03]

 Identifies, designs, implements and maintains effective policies, procedures, tools, techniques and plans relating to internet service level management activities. [7095.018]

- Design, implement and maintain procedures relating to service catalogue and/or service level management activities [7095.01]

 Ensures consistent standards of stakeholder communication and customer service via online channels. [7134.039]

- Ensure the customer/client needs for IT/technology services and products are addressed [7134.03]

{Add/edit local statement(s) as required}

e.g. The manager will be responsible for the organise the strategic direction of the Internet and Groupware Service team in order to contribute to the SMD objectives and ensuring proper alignment with Agency strategies and policies; to macro-manage the technical efforts of the IGS workforce whilst maintaining hands-on control of business activities and budgets, ensuring Cost Management policies and procedures are adhered to; to develop the necessary skills and resources that are required to exceed contractual obligations and provide value-added services within time frames and budgetary constraints as agreed with our Clients; to develop professionalism and succession planning within the team to enable sustained delivery of the highest level of professionalism and proactive nature in Internet and Groupware support so as to meet and exceed the Clients’ business

requirements and expectations; ensures the full participation and co-operation of Team Leaders in BC and SPPC implementation activities; to provide the Finance Department with the cost of service information for services rendered.

Education, qualifications and experience required

A first degree level of education or equivalent specialised training in technical management and certification in Service Management for Managers

Four years’ experience in managing and co-ordinating IT Technical Staff supporting core technologies and services, with proven record of excellence within the job

Experience in cost management disciplines

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https://www.mita.gov.mt/Standardsitalent/html/index4ea3.html?disciplineId=564718a2-65b4-43ed-b175-c49cf65d4db6

Page | 4 Experience in managing contractual agreements

Understanding of TCP/IP networking, routing protocols, messaging systems, security technology and Internet core systems

Desirable

2 years experience working with:

 Unix or Linux and NT or W2K servers: configuration, system tuning and troubleshooting  Enterprise Email Systems based on either TeamWare, Exchange or Lotus: Mail box

management, mail delivery (Intranet and Internet) and directory services  Firewalls and screening routers: configuration and auditing

 Internet Routing, DNS, Web hosting: configuration and troubleshooting  email marketing, SEO, PPC and eCommerce; web stats and analytics

 MS SQL/ MySQL, IIS, WNLB, as well as CSS, HTML, JavaScript and web standards

 Load balancing technology, high availability systems, intrusion detection systems, VPNs and PKI

4 years TCP/IP based systems & networks configuration and troubleshooting at all layers

Skills, Knowledge and Competencies required10

IT Professional Competencies Level Reference1

IT Project management Professional 3014 - 3094

Data analysis Associate Professional 4023

IT/technology solution testing Associate Professional 5033

Software process improvement Associate Professional 5063

IT/Technology service operations and event management Senior Professional 7015

Relationship management Professional 7134

Transferable Competencies Level Reference1

Page | 5 Personal competencies: Communications; Team working;

Critical analysis and decision making; Creative thinking; Problem solving; Self development and English, Maths and IT user skills

Senior Professional 0015

Business competencies: Organisational awareness; IT awareness and impact; IT legal matters, ethics and professionalism

Senior Professional 0025

Leadership competencies: IT strategy and governance; IT Quality management; Customer service management; IT Financial management; IT Human Resource

management; IT Risk management and Entrepreneurship