Deputy Director- Systems Support and Maintenance

Responsibilities:

• Developing clear policies outlining reporting responsibilities, analysis procedures and escalation pathways
• Developing a centralized repository of FAQs, troubleshooting guides and system documentation for both users and support staff
• Developing support management software or other ITIL (information technology infrastructure library) compliant platforms to streamline issue tracking and resolution
• Designing and implementing targeted interventions (e.g. training programs, process redesigns or equipment upgrades)
• Developing a rapid response protocol for critical incidents; assigning incident managers or teams to investigate and address issues promptly
• Notifying key stakeholders including senior management and legal teams about any health data breach
• Revising policies, protocols and trainings based on findings
• Designing, developing and deploying structures for support desk by organizing support teams, establishing communication channels, creating ticketing systems and defining escalation procedures
• Detecting and documenting cases of breach and communicating breach information to affected users
• Developing systems for categorizing and analyzing feedback
• Defining clear reporting channels for technical issues
• Developing escalation triggers, escalation levels and criteria
• Developing communication protocols for escalation of issues

Requirements:

• Cumulative period of fifteen (15) years relevant work experience, three (3) of which should have been in the grade of Assistant Director, Digital Health or in an equivalent or comparable position
• Bachelor’s degree in any of the following disciplines: Health Information Technology, Health Records and Information Science, Health Systems, Information Communication Technology, Pharmacy, Epidemiology, Clinical Medicine, Nursing, Nutrition, or equivalent qualification from a recognized institution
• Master’s degree in any of the following disciplines: Health Informatics, Health Information Systems, Health Records and Information Science, Information Communication Technology, Epidemiology, Health Economics and Policy, Statistics, Biostatistics, Health Systems, Data Science and Analytics, Computer Science, or equivalent qualification from a recognized institution
• Registered and Licensed by a recognized regulatory body where applicable
• Certificate in Leadership course lasting not less than four (4) weeks from a recognized institution
• Proficiency in computer applications
• Demonstrated merit and ability as reflected in work performance and results