- Ensure all supported systems are up and running without issues
- Backups – make sure they are completed and the data is retrievable
- Ensure high availability of all IT systems
- Identify, escalate and resolve issues to the business
- Ensure any resourced equipment is delivered into the business in a timely fashion
- Manage priorities for field engineers
- Contribute to the continuous improvement of internal systems and practices
KPIs
- Number of outstanding tickets is managed to zero
- Integrity of data; the right data is at the right store at the right time
- Weekly processes and daily checks completed on-time
- Zero downtime at stores