11 Oct
IBC Recruitment Pty
Sandton
Introduction
A large South African retailer with a strong presence in several African countries is seeking to appoint an IT Operations Manager. The overall purpose of the role is to plan, organise, control and coordinate day-to-day Information Technology activities, ensuring that systems, services, and infrastructure work reliably and securely. To provide guidance and leadership to the IT functions and its technical personnel.
Duties & Responsibilities
General IT Operations Management
- Directing activities of IT Technical personnel to both support end users and to assist with IT upgrades and directives
- Develop IT policies and procedures to ensure that the department operates effectively and reliably
- Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel
IT Operations Monitoring
- Ensure adherence to monitoring of servers, networks, computer and data integration services systems for irregularities and performance issues
- Ensure adherence to monitoring back-ups for IT Systems
IT Operations Support
- Assess departmental needs and help desk inquiries to ensure personnel are assigned to resolve reported issues
- Assess and resolve help desk or service desk escalations and end user escalations, including 3rd parties
- Support IT activities while upgrading systems and servers and migrating data, including methods to streamline upgrade process, monitor systems to ensure that it remains stable and usable
- Approval of change requests and escalations
- Maintain data security
IT Third Party Management
- Ensure adherence to agreed Third Party service level agreements (SLAs)
- IT Capacity Planning and System Improvement
- Capacity planning and performance enhancement servers, networks, and computer systems
- Assess system data and error logs, along with user reports, to determine areas for improvement or repair
IT Reporting
- Progress, performance and operational reports
- Weekly Services reporting
- Monthly Services reviews
- Trend analysis
- Root cause analysis (RCA)
- Open call reviews
- Ad-Hoc Management Reports
Desired Experience & Qualification
- NQF 7 with a minimum of 3-5 years relevant experience in a similar position
- Practical and theoretical knowledge IT Systems, Services, and Infrastructure
- General management knowledge and skills
- Proven technical experience in computer software and hardware, including servers and systems
- Proven leadership to effectively manage IT personnel and set department priorities
- Proven process enhancement to develop and implement policies and procedures for IT in order to assess and improve processes
- Strong written and verbal communication in order to communicate with team members, management personnel, and end users
- Problem solving addressing user issues with software, hardware, and servers
Package & Remuneration
Total Cost to Company – R600k to R720k per annum, depending on experience
▶️ IT Operations Manager
🖊️ IBC Recruitment Pty
📍 Sandton