Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.
The Head, Digital Workplace is responsible for deliver the best secure digital workplace experience to all employees across all the locations where Interswitch operates (Nigeria, Kenya, Uganda, Germany, United States).
He/she is responsible for areas such as communication, collaboration, mobility, productivity workplace applications, enterprise resource planning, and workplace innovations to enable employees to perform in a modern and engaging workplace where technology makes the difference.
Responsibilities
Strategy & Planning:
Responsible for design and implementation of first grade identity management, authentication, email, and instant messaging systems
Responsible for design and implementation of telephony and telepresence systems for collaboration and branch office connectivity
Responsible for design and implementation of enterprise resource planning and customer relationship management systems that drive efficiency and customer engagement within the business
Deploy and manage virtual desktop infrastructure, mobility, and enterprise security solutions to improve online employee experience in readiness for the future of work
Deploy and manage business and robotic process automation tools and initiatives that drive improved productivity within the enterprise
Responsible for leading the organization’s strategy, projects, and processes for digital workplace solutions
Becoming a facilitator between IT and the business in order to work towards a more seamless experience of workplace technology
Advising the CIO and other senior executives on digital trends and opportunities
Lead the migration to cloud for enterprise applications where this makes it makes the most sense to benefit from the features and power of cloud solutions
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
Develop and enforce request handling and escalation policies and procedures
Responsible for the digital workplace budget, ensuring correct forecast and target goals, and all aspects of contractual revisions, renegotiation, RFPs, for related 3rd party services
Develop and design roadmaps, implementation strategies and transformation plans focused on cloud journeys regarding Digital Workplace technologies (Microsoft Office 365, Microsoft Dynamics 365, etc)
Operational Management:
Support and provide guidance for any digital transformation initiatives that helps to empower our employees
Focus on online employee experience within and beyond the browser (across applications, devices and locations)
Track and analyze trends in help desk requests and generate statistical reports
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
Identify, recommend, develop and implement end user training programs to increase employee self-sufficiency and productivity
Monitor incident trends and anticipate potential problems for proactive resolution
Responsible for system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and identity management systems and multi-factor authentication systems
Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Microsoft O365, Dynamics 365 (sales and marketing, service, finance and operations)
Develop service level agreements (SLAs) to establish problem resolution expectations and timeframes
Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Continually monitors technology trends and proposes how these new approaches can be used to optimize technology operations
Requirements
Formal Education & Certification:
University Degree in the field of Computer Science or “STEM” major (Science, Technology, Engineering and Math) or related field.
Knowledge & Experience:
Minimum of 7 years of IT experience, at least 3 years plus in an IT delivery role
Minimum of 3 years’ experience in managing teams
Very good end-to-end understanding of capabilities in the Digital Workplace technology space
Strong knowledge of the digital workplace product landscape and underlying IT solutions (Cloud office O365, file sharing and collaboration solutions, telephony, conferencing, and mobility)
Strong solution and systems architecture skills is required
In depth knowledge of networking, telephony, and collaboration tools
Experience project managing network, telephony or A/V technology
Experience working with end users to understand and develop user requirement
In depth knowledge of Microsoft Windows Server
In depth knowledge of Active Directory (Design, Security and Administration), identity management systems and 2-factor authentication systems
In depth knowledge of messaging platforms such as Microsoft Exchange, Exchange Online, Microsoft Teams
Good understanding of enterprise resource planning and customer relationship management tools such as Microsoft Dynamics 365 and related tools and platforms
Good understanding of the Microsoft Power Platform and other business process automation tools and low-code platforms
Good understanding of virtualization technologies such as VMware or Hyper
Good understanding of enterprise security and information protection principles and platforms
Good understanding of cloud and mobile technologies
In depth knowledge of virtual desktop infrastructure technologies such as VMware Horizon or Citrix
A good understanding, appreciation and experience with software engineering processes is desirable
Good understanding of PowerShell scripting and Python is desirable
Experience with the popular public clouds such as AWS and Azure.
Personal Attributes:
Proven leadership ability
Ability to set and manage priorities judiciously
Excellent written and oral communication skills
Excellent interpersonal skills
Strong tactical skills
Ability to articulate ideas to both technical and non-technical addressees
Exceptionally self-motivated and directed
Keen attention to detail
Superior analytical, evaluative, and problem-solving abilities
Exceptional service orientation
Ability to motivate in a team-oriented, collaborative environment.