IT Department

The purpose of this document is to describe the functions of the IT Department inside AdvaCare Pharma organization and define the department members’ roles and responsibilities within the team.

1. Number of New Developed Features
2. Number of Critical Bugs
3. Server Downtime
4. Data Loss Amount
5. Time Response for Support
6. Opened Tickets

3.1 Goals of IT Dept.

1. Maintain and Improve IT Infrastructure: ensure the reliability, security, and efficiency of the organization's IT infrastructure; manage servers, networks, and other hardware to support business operations.
2. Support Business Operations: provide technical support to employees to ensure smooth daily operations; implement and manage business applications and software that support various departments.
3. Enhance Security: protect the organization’s data and systems from cyber threats; implement security policies and protocols to prevent unauthorized access and data breaches.
4. Ensure Data Management and Compliance: manage data storage, backup, and recovery processes; ensure compliance with relevant regulations and industry standards.
5. Manage IT Projects: plan, execute, and oversee IT projects that support the organization’s strategic goals; ensure projects are completed on time, within budget, and meet the desired outcomes.
6. Provide Strategic IT Planning: align IT strategy with the organization’s business goals; develop long-term plans for IT infrastructure and services.
7. Support Decision-Making: provide data analytics and business intelligence tools to support informed decision-making; ensure access to accurate and timely information.
8. Ensure Business Continuity: develop and implement disaster recovery and business continuity plans; ensure the organization can continue operations in the event of a technology failure or disaster.
9. User Training and Education: provide training and resources to help employees effectively use technology; promote awareness of security best practices and IT policies.
10. Manage Software and Hardware Assets: track and manage the lifecycle of all IT assets; ensure that software licenses and hardware are up-to-date and meet the organization’s needs.

3.2 Interdepartmental Relationships

IT Dept. & Marketing Dept.

The main role of Marketing Dept. is to promote the company's products or services, increase brand awareness, and ultimately drive sales and revenue growth. The collaboration between the Marketing Department and the IT Department is vital for the success of digital initiatives. By working together, they can leverage technology to enhance marketing strategies, improve customer engagement, and drive business growth. Effective communication and a clear understanding of each department's responsibilities are key to this collaborative relationship.

Marketing Dept. is responsible to:

• Define and communicate marketing goals and digital strategies;
• Develop and provide optimized content for digital platforms;
• Plan and execute digital marketing campaigns using IT-supported tools;
• Analyze marketing data using IT-provided analytics tools;
• Implement and optimize SEO and SEM strategies.

IT Dept. is responsible to:

• Provide and maintain technological infrastructure for digital marketing;
• Develop and maintain the organization's website, ensuring security and performance;
• Manage databases and ensure data integrity for marketing analytics;
• Implement and manage CRM systems and marketing automation tools;
• Provide technical support for marketing software and tools.

Collaborative Responsibilities:

• Coordinate on projects requiring input and resources from both departments;
• Execute digital marketing campaigns with aligned technical and creative elements;
• Collaborate on optimizing the website for user experience and search engine performance;
• Share relevant data and insights to inform decision-making;
• Explore and implement new technologies and platforms for marketing purposes.

IT Dept. & Other Departments

The IT Department collaborates with other departments by providing and maintaining the necessary technological infrastructure, offering technical support, and ensuring data integrity and security. IT Dept. and other Departments work together on projects, optimize systems for efficiency, and provide training on new tools and technologies. This collaboration helps streamline operations, enhance productivity, and ensure compliance with relevant regulations.

IT Dept. is responsible to:

• Provide and maintain the technological infrastructure needed for department operations;
• Offer technical support and troubleshooting for department-specific software and tools;
• Ensure data integrity, security, and accessibility for all departments;
• Integrate various departmental systems to ensure seamless data flow and communication;
• Implement security measures and ensure compliance with relevant regulations and standards.

Collaborative Responsibilities:

• Coordinate on projects requiring technological support and input, ensuring alignment with department goals;
• Work with departments to optimize their specific systems and software for better performance and efficiency;
• Provide training on new tools and technologies to ensure effective usage across departments;
• Collaborate on the development and implementation of data analytics and reporting tools to inform decision-making;
• Explore and implement new technologies and systems to improve departmental processes and operations.

4. Roles and Responsibilities

Business Applications Manager

General:

• Oversee the implementation, maintenance, and optimization of business applications;
• Collaborate with stakeholders to identify and address application needs;
• Ensure integration of applications with existing systems and processes;
• Manage application-related projects, including timelines and budgets;
• Monitor application performance and resolve issues;
• Evaluate and recommend new business applications and technologies;
• Ensure data integrity, security, and compliance with regulations;
• Ensure applications meet the organization’s strategic goals and objectives;
• Provide recommendations for continuous improvement of business processes;
• Stay updated with industry trends and best practices in business applications;
• Ensure business continuity through effective backup and recovery plans;
• Support the development of application-related performance metrics and KPIs;
• Troubleshoot and resolve complex application issues.

Documents:

• Software Requirement Specifications
• Graphic Interface Standards
• Version Control
• Test Cases

Skills:

• Programming languages: HTML, Javascript, PHP, Python
• Database management systems: MySQL, PostgreSQL
• Software development processes / frameworks: SDLC, RUP, Scrum
• Modeling languages: UML, BPMN
• Version control systems: GIT
• Web server models: Apache, NGINX

Infrastructure Manager

General:

• Design and execute strategic plans to assure infrastructure capacity attains current / future needs;
• Develop and execute procedures, policies and related training plans for PM and IA;
• Define and manage IT Disaster Recovery Strategy for organization;
• Test server performance plus provide network presentation statistics;
• Report and prepare strategies to maintain server infrastructure;
• Ensure apt security levels on network, infrastructure and servers are maintained;
• Define software and hardware standards in collaboration with stakeholders and owners;
• Improve system uptime, performance measurements, SLA's ratings internally and externally;
• Transition of systems from a local to new private cloud.

Documents:

• Project Management Plan
• Disaster Recovery Plan
• Infrastructure Document

Skills:

• Operating systems: Linux, Windows
• Cloud computing: Amazon AWS, Google Cloud.
• Virtual machine and Hardware: VMWare
• Networking: Cisco
• Disaster recovery
• Project management

IT Operations Supervisor

General:

• Provide first-line technical support to end-users (employees), addressing hardware, software, and network issues;
• Troubleshoot and resolve user-reported IT problems in a timely and efficient manner;
• Assist in setting up, configuring, and maintaining end-user workstations and peripherals;
• Install, upgrade, and maintain software applications and operating systems;
• Manage user accounts, permissions, and access to resources;
• Educate end-users on basic IT procedures and best practices;
• Monitor and respond to IT helpdesk tickets, ensuring timely resolution and escalation when needed;
• Maintain an inventory of IT assets and equipment;
• Manage and maintain virtual servers, ensuring high availability and performance;
• Configure and monitor network infrastructure components, such as routers, switches, firewalls, and VPNs;
• Administer and troubleshoot issues related to operating systems (e.g., Windows Server, Linux);
• Implement and maintain data backup and disaster recovery procedures;
• Monitor system and network security, implement security policies, and respond to security incidents;
• Install and maintain server-based applications, including email servers, web servers, and database servers;
• Implement system updates, patches, and upgrades as necessary;
• Collaborate with third-party vendors and service providers for hardware and software support;
• Ensure compliance with company IT policies, procedures, and industry standards;
• Agile Project Management;
• Website development and administration: HTML, CSS, PHP, JavaScript, WordPress;
• IT-related project management;
• Creation and documentation of the existing processes, creation of IT Dept. SOPs;
• Support website maintenance and publishing of SOPs of all departments;
• Data analysis and structuring.

Documents:

• Service Management Plan

Skills:

• Hardware support: Architecture, I/O Devices
• Software support: OS, Versioning, Compatibility
• Service management frameworks: ITIL
• Website development and administration: HTML, CSS, JavaScript, PHP, WordPress
• Strong problem-solving and troubleshooting abilities
• Multitasking