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IT Infrastructure Operations Manager

4 months ago

Durban, South Africa Tower Group Full time

Objectives
- Overall responsibility for the day-to-day operational monitoring and support of the company's IT infrastructure and technical services
- Management and development of the operations team, supervising their work to ensure that it is of highest standard and that they meet the agreed KPIs and objectives that have been set for them.
- Working with the broader management team to align operational resources to the overall broader business objectives

Key Responsibilities
- Responsible for managing the team, systems and processes to support the company's global network, hosting, security and voice services
- Responsibility for the day-to-day operation of the operational team, providing overall guidance and supervision
- Manage operational resources to ensure that the business is able to meet the service levels required and respond in a timely manner to network and server anomalies and outages
- Manage the team, supervising their work to ensure that it is of highest standard and that they meet the agreed KPIs and objectives that have been set for them.
- Develop documentation related to the departmental processes which is up to date and accurately reflects the day-to-day requirements of the team, is consistent with best practise and aligned with the company’s business requirements.
- As required, manage and participate in engagements with customers to provide advice and support.
- Oversee and act as an escalation point for service requests, incidents and vendor management.
- Work with the broader teams to ensure that operational and support metrics are aligned to customer requirements
Oversee the orientation and training of new team members, and ensure that staff are effectively mentored, developed and trained.
- As required, engage with HR to recruit and hire team members
- Support a culture that is customer-orientated, and emphasizes professionalism, continuous improvement and high performance. Ensure that the goals for the operational team are aligned to the business goals.
- Implementation and management of appropriate controls and quality assurance processes to ensure adherence to company processes and procedures, consistent and efficient incident resolution, and continuous process improvement.
- Ensure that changes to the infrastructure are completed following relevant procedures to assure the security and reliability of the network
- Participate in network planning meetings relating to capacity, design and development of network and infrastructure services
- Ensure that there all infrastructure deployed integrates into the company’s standard monitoring, management and backup services
- Oversee monitoring platforms and ensure they provide the appropriate coverage and visibility of operational systems.
- Provide recommendations for additional training to enhance the value of the team and develop operational knowledge and capability
- Engage with suppliers and service providers, as required, to ensure the company is able to achieve the outcomes required
- Provider reporting and review of suppliers and vendor services to measure performance levels and identify shortfalls.

Customer Engagement / Reporting:

- Create and present customer reports for key customers
- Work with customers to ensure clear understanding of Operational processes
- Collect feedback and identify improvement plans for customers.

Necessary Experience and/or Qualification
- Experience in managing operations teams
- At least 2 years experience in comparable role within a service provider or telecoms organisation
- Demonstrable understanding of Incident and Problem Management.
- Strong engineering background with at least 5 years experience in the IT industry
- Hands-on experience with monitoring, network diagnostic and network analytics tools
- Knowledge and experience of physical network infrastructure, and supporting large networks
- ITIL qualifications is an advantage
- Experience of ISO27001 is an advantage