Ict Operations Manager

3 weeks ago

Sandton, South Africa Ster-Kinekor Theatres Pty Ltd Full time

**Key Responsibilities**: ICT Operations Manager**

Managing all ICT Services and Support levels for Ster-Kinekor Head Office and Cinema ICT estate.

**ICT Operations Manager Job Duties**: The below list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope. Job descriptions will be regularly reviewed to ensure they are an accurate representation of the post.

**Management**
- Management of Resources
- Managing quality assurance & Facilitate Team Quality activities
- Manage support services
- Managing third-party relations
- Working with the Cinema and Operations teams to identify and manage service improvement activities
- Analyze service metric data and design and implement service improvement plans
- Design, implement, evaluate, and improve Support / Service-related processes, procedures, and policies for SKT
- Facilitate Client Care activities for SKT - Internal and External
- Site Visits
- Perform problem management assessments

**Escalation Process**
- Manage internal escalations and associated communication activities
- Manage external escalations and associated communication activities

**Service Level Agreements**
- Managed service delivery SLA achievement and high-level of customer satisfaction
- SLA Stats Reporting
- Manage SLA related service metric reporting and systems
- Analyze service metric data and design and implement service improvement plans

**Project Management**
- Oversee Project Delivery and Status

**Problem Management**
- Perform problem management assessments
- Implement, Modify and Manage call logging tool
- Manage Problem and Incident Management Service Management Functions
- Coordinate Major Incident resolution activities

**Reporting and Objectives**
- Oversee various System statistics, dashboards and reporting
- Design and implement reporting and dash boarding systems
- Analyze service metric data and design and implement service improvement plans
- Understand the organizations vision and strategic objectives;
- Maintain 100% uptime and availability of all Infrastructure Services;
- Identify and align technology requirements that meet the needs of the business
- Develop effective support capabilities within ICT;
- Implementation of Infrastructure related projects;
- Alignment of ICT Management Strategies to Infrastructure objectives

**Qualifications and Requirements**:

- Matric
- MCSE/MTA (Microsoft Technology Associate) Certification
- ITIL V3/ V4 certification is an advantage
- Drivers Licence with own vehicle

**Systems**
- Microsoft Windows Server 2016 and above
- Microsoft Windows 11
- Microsoft Server SQL 2016 and above
- In-depth knowledge of Microsoft core services (SQL, Azure, Power BI, etc.);
- Performance Management of Infrastructure Server Team

**Experience**
- Minimum of 5 years’ experience in Information Technology and Helpdesk Management
- 2 years working at Managerial level

**Knowledge of**:

- In-depth knowledge of Dell Server Hardware and Software;
- In-depth knowledge of Vista Cinema Software

**Skills**:

- Ability and aptitude to continuously search for enhancements and innovation;
- Ability to work under pressure and deliver within agreed Service Level Agreements;
- Dynamic (ability to learn other technologies and take on different responsibilities);
- Logical thinker (strong troubleshooting skills);
- Uses own initiative and can work independently;
- Good presentation skills

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