IT OPERATIONS MANAGER

SUMMARY:
Manage day-to-day functions of Group IT department. Manage the IT infrastructure.

POSITION INFO:

Your BCom Degree/BSc/or relevant qualification together with five or more years’ experience in IT management as well as MS365 and MS Azure Knowledge and Experience will enable you to:

Operations:

• Manage day to day functions of Group IT
  • Handle all day-to-day issues that arise and escalate to service providers or GITO where appropriate
  • Manage IT Systems Administrator, MS365 Administrator and Infrastructure & Support team
  • Standardise procedures to improve efficiency of subordinates and other human resources
  • Identify problematic areas and implement strategic solutions in time
  • Analyse business requirements by partnering with key stakeholders across the organisation to develop solutions for IT needs
  • Create workshops and training programmes for all staff
  • Ensure hardware and software assets are appropriately managed
  • Manage the procurement process together with the IT Administrative Officer
• Support
  • Manage ticket allocation, support escalations and ensure timeous resolution
  • Set SLA’s with business units and ensure turnaround times are within agreed SLA’s
  • Ensure department is appropriately staffed at all times and plan capacity
  • Conduct regular feedback sessions with Business Units to ensure service expectations are met. Provide summary report back to GITO.
• Infrastructure
  • Ensure systems are properly administered according to agreed standards and procedures
  • Monitor performance of information technology systems to determine cost and productivity levels, and make recommendations for improving the IT infrastructure
  • Organise and establishing deadlines for major IT projects such system updates, migrations, upgrades, and outages
  • Help define IT infrastructure strategy, architecture, and processes
• Service Providers
  • Manage SLA’s of service providers and ensure on-time delivery
  • Handle and resolve complaints
  • Manage Service provider support functions and ensure support is effective
• Reporting
  • Provide routine system operations reports and recommendations to GITO
  • All other reports to GITO or Business Unit Managers as may be requested from time to time.
  • Contribute relevant articles to Group IT newsletters

Security:

• Maintenance of secure IT Environment
  • Ensure security of data, network access and backup systems
    • Manage compliance score in Microsoft Compliance Centre, together with Group Compliance Officer.
    • Manage secure score in Defender for Cloud and MS365 Defender.
    • Ensure appropriate security policies and procedures are implemented, maintained/updated and enforced.
  • Conduct research and provide recommendations to GITO to ensure security is maintained or improved.
  • Manage service provider/partner with regard to the maintenance of the security environment
  • Schedule and organise penetration testing, red/blue team exercises and disaster recovery plan tests.
    • Ensure accurate recording of results and reports to GITO.

Budget and Financial Controls:

• Assist with compiling budgets as required
  • Obtain management approval and sign-off before implementation
  • Liaise with finance to ensure adherence to financial framework
• Strict monitoring and control of budgets and costs of all service providers, internal functions and support services
• Report back on actual vs budgeted costs
• Regular feedback on financial performance as agreed from time to time

HR:

• Perform all performance evaluations of subordinates
• Identify needs for recruiting, training & coaching of employees and communicate job expectations and provide input to GITO
• Implement agreed personal development plans and ensure regular training and skills development takes place.