Deputy Director, Systems Support and Maintenance

Deputy Director, Systems Support and Maintenance

• 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 like 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, establish communication channels, create ticketing systems and define 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; and
• 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 in a 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; and

• Demonstrated merit and ability as reflected in work performance and results

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