Local IT Officer

Job Purpose

The Local IT Officer (LITO) plays a pivotal role as the primary IT point of contact for local business operations. Supporting a wide range of sites, including manufacturing facilities, sales offices, warehouses, R&D departments, headquarters, and stores. The LITO bridges the gap between global IT teams and local business needs. While general IT incident resolution is managed by central IT operations, the LITO focuses on ensuring the secure and effective operation of IT infrastructure and services, with a strong emphasis on Operational Technology (OT) systems critical to manufacturing and other specialized environments.

Key Accountabilities

Focal Point for Local IT and OT Needs

• Act as the primary liaison between the global IT organization and the local business, ensuring alignment with IT policies and standards.
• Develop a deep understanding of local operational requirements, including OT systems in manufacturing environments and IT systems in offices, warehouses, R&D sites, and stores.
• Ensure effective communication of IT updates, changes, and projects to local stakeholders, aligning with business goals.
• Audit & support local hardware delivery & disposal processes in collaboration with IT vendors.

Operational Technology (OT) Support and Expertise

• Serve as the IT Single Point of Contact (SPOC) for OT-related support at the site level, ensuring involvement in any OT change or project.
• Maintain and update OT documentation, including:
• Network diagrams showing data flow and systems before and behind PANICS firewalls.
• OT asset inventory for each site, detailing all systems.
• OT IP Address Database.
• Conduct primary checks for OT systems, such as monitoring device statuses and connectivity, and provide urgent support for critical systems when required.
• Raise OT-related change requests and escalate issues to IT operations or global teams as needed.
• Perform annual self-assessments of OT cybersecurity practices and systems at the site level.
• Support audits related to OT or site cybersecurity, ensuring compliance with corporate standards and regulatory requirements.

Incident Monitoring & Escalation

• Use tools like ServiceNow to maintain an overview of incidents and service requests for assigned sites, with a focus on OT-related tickets.
• Proactively monitor and act on aged or SLA-breached tickets, escalating to domain leads for resolution while ensuring transparency with local business stakeholders.
• Provide clear reporting on incident trends and SLA compliance, highlighting risks and opportunities for improvement.

Project Coordination

• Coordinate IT and infrastructure part of OT projects at the site level, ensuring smooth execution and alignment with local business needs.
• Support the rollout of global IT initiatives by facilitating local implementation, training users, and ensuring adoption.
• Act as a change agent, driving the adoption of new IT and OT technologies and services within the local environment.

Cybersecurity & Compliance

• Conduct yearly assessments to ensure OT systems meet cybersecurity and compliance standards.
• Maintain SLA records for IT and OT services at the site level, identifying and implementing optimization opportunities.
• Collaborate with global IT and cybersecurity teams to strengthen the security posture of local OT environments.

Qualifications

• Experience:
• Proven experience in IT operations, with exposure to manufacturing environments and OT systems.
• Knowledge of OT systems, protocols, and integration with IT infrastructure.
  
  
  
• Skills:
• Strong coordination and communication skills to engage effectively with IT and local business stakeholders.
• Proficiency in IT Service Management (ITSM) tools, such as ServiceNow.
• Analytical mindset for monitoring and improving SLA compliance and incident management.
• Solid understanding of cybersecurity principles, particularly in OT environments.

• Competencies:
  • Proactive Problem-Solving: Anticipate and address IT and OT challenges before they escalate.