Technical Operations Manager

2 weeks ago

Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

We are an IT Infrastructure company, based in Rosebank, looking for a Technical Operations Manager (TOM) to join our dynamic and driven team.

**Key Responsibilities**

**Strategy**
- Contributor into the development of the Departments Operations Strategy and into supporting organizational strategies.
- Accountable for developing and communicating technical solution and process-based strategies for functions within defined roles and responsibilities.
- Responsible for influencing the strategies of the organisation, ensuring that their strategic plans are in alignment with the technical direction of Network Operations and/or Strategy and Architecture.
- Ensure that all new services are designed to deliver the levels of availability required by the business and validate the final service design to meet operational needs of the business to ensure excellent service delivery.
- Work closely with the Account Managers and present the solutions to our business customers.
- Contribute to Product development and complex technical design of new products/ enhancements.
- Understand the interrelationships of services including Systems, Security policy and Core Networking protocols to provide guidance for integration at an organizational architecting level.
- Establish and maintain with current and new clients through relationship building strategies increased business with new clients by creating understanding the client’s business outcomes requirements.
- Located and acquire new business clients.
- Collaborated with a diverse customer base, including community leaders and senior business executives.
- Demonstrated strong industry related product knowledge.

**Technical Leadership**
- Provide technical leadership during major incidents and drive to quickly resolve complex escalated network incidents.
- Coach team members on a proactive basis, raising the team’s overall technical acumen.
- Work with service provider partner to ensure the proper level of technical acumen and quality are executed within the contracted services.
- Understand the approach required to influence and motivate technical resources to deliver technically sound services.
- Coordinate and manage technical tasks within Reflex, as well as with external partners if required.
- Ensure seamless integration of new infrastructure projects from a project management perspective as well as provide technical leadership and guidance on such projects.
- Up-skill team members so they fully understand the architecture and how it is tied together, what the dependencies, interdependencies, and interoperability’s are.
- Provide Tier3 support and high-level fault resolution to the Business and Client Services and determine the root cause and risk elements of failures while considering alternative courses of action.
- Manage the technical team and overseeing any technical implementation to ensure high quality of work.
- Investigate and approve new product offerings within the approved product portfolio.

**Process**
- Process design thought leader responsible for developing and evolving operational procedures. Examine & document existing processes, evaluate them within the context of availability and maintainability of supported Services.
- Identify areas in need of process documentation and work with the teams to create, document and train the process.
- Assess and approve quotes to be given to clients.
- Responsible for development of operational runbooks based on industry best practices for improving compliance to engineering standards in the network domain, including the audit of existing configurations for quality and compliance.
- Ensure the Networks meet architectural guidelines & standards and follow best practices.
- Identify improvement plans, and work with business to create and communicate plans and manage the execution of the improvement plan.
- Maintain knowledge of industry best practices regarding operations
- Provide input to the operational implementation plan to ensure that capacity requirements can be proactively identified, managed, and reported on as part of the operational functioning of the product.
- Update Risk register and work towards reducing risk.

**Project deployment**:

- Project ownership
- Resource allocation to projects based on skill capabilities.
- Assess client environment and advise on changes that may be required to original proposal.
- Interaction with clients with regards to client expectation and to manage the expectations so that they fit into “best practice” strategies as determined on strategies.
- Build solid client relationships.

**Minimum Requirements**:

- 5 years of experience in technology related fields, with at least 5 years of experience in operationally focused management positions
- 2 - 3 years of supporting enterprise level, mission critical systems
- Expert level knowledge and understanding of MPLS, Wireless & Controller, Ethernet, BGP, EIGRP, OSPF, Cisco HW and SW (IOS/CATOS/NX-OS), WAN Acceleratio

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