Head of IT and Infrastructure Manager

1 month ago

Cape Town, Western Cape, South Africa CallForce Full time
Job Title: Head of IT and Infrastructure

We are seeking a highly skilled and experienced IT and Infrastructure Manager to drive our technological initiatives forward and oversee the design, implementation, and maintenance of the technological infrastructure that supports our BPO operations.

Key Responsibilities:
  • Develop and implement a strategy to support the operations of the company through the optimization of technologies within a BPO environment.
  • Communicate with key stakeholders regarding technology solutions to ensure synergy with the overall strategic direction of the business.
  • Ensure that operations can operate effectively and efficiently to achieve strategy.
  • Manage the IT Service desk, ensuring that tickets are effectively managed, escalated, and resolved in a timely manner.
  • Keep abreast of new technologies, ensuring that the company utilizes the right technologies to improve end-user and customer experience.
  • Handle technology migrations and ensure seamless transitions.
  • Effectively utilize tools for monitoring and troubleshooting IT systems.
  • Manage Omni-channel platforms, including SMS, Email, WhatsApp, webchat, chatbots, social media interactions, and case management.
  • Support new business initiatives through the provision of expert advice on project capacitation and setup.
  • Develop, drive, and deliver on all infrastructure plans.
  • Oversee and implement project setups.
  • Ensure that infrastructure can deliver on SLA requirements.
  • Make recommendations on the maintenance and improvement of BPO centre technologies.
  • Proactively seek ways to improve systems, processes, services, communication, and performance of the IT Support Services function.
  • Enforce multiple restoration duties, including windows operating system, operational data, files, programs, and applications.
  • Assess the suitability and effectiveness of software and hardware supplies and provide reports to key stakeholders.
  • Implement a DRP solution and ensure updates are tested accordingly.
  • Manage the interface with the company's external IT outsourced provider to ensure effective support of operations.
  • Ensure the provision of technical assistance to support 24-hour 365-day operation.
  • Meet deadlines on all project requirements contributing to the holistic objectives of the business.
  • Manage relationships with all relevant stakeholders.
  • Ensure the stability of servers, firewalls, connectivity, and security.
  • Build a solid Networking strategy for LAN and WAN as per SLA with BPO Management.
  • Improve the telephone system functionality (VOIP).
  • Manage IT infrastructure support and facilities resources, ensuring effective and responsive helpdesk and support solutions.
  • Responsible for Hardware and Software upgrades.
  • Ensure Business Continuity plan is in place.
  • Own the disaster recovery plan and protocols.
  • Oversee facilities ensuring seamless maintenance operations.
  • Ensure that contractors deliver work to meet timeframes and quality requirements, addressing and ensuring the correction of under-performance issues.
  • Oversee and follow up on all technical maintenance for installations (Generators/UPS/AC/heating/electrical installations etc.).
  • Establish service level agreements for contractors and ensure compliance.
  • Assess, determine, and undertake steps to prevent failure of building fabric and infrastructure.
  • Space evaluation and planning, updating of floor plans for projects.
  • Project Management of builds liaising with operations, clients, and landlord etc.
  • Communication, documentation, and project management of group initiatives.
  • Disaster Recovery setup, documentation, planning, and testing for the group.
  • Research ways to improve systems and services across the group (ERP, CRM, networking, telephones).
  • Formulate and document policies and procedures where required.
  • Manage IT and Infrastructure Budgets.
Requirements:
  • 5 years + IT Management experience in the BPO sector.
  • Experience working with MS Office 365, MS Teams, Active Directory, group policies, DHCP, DNS, experience configuring VLAN's on Cisco and HP switches, Microsoft Servers, SQL Server, SAP, VIP etc essential.
  • CISM (Certified Information Security Management course) a strong preference.
  • MCSE, CCNA, NSE from Fortinet.
  • Experience with Firewalls ie, Fortinet's FortiGate as preference.
  • Ability to Manage a Team.
  • Project Management course a strong preference.

We are an award-winning BPO and we are looking for a dynamic and innovative individual to lead the charge in shaping the future of technology infrastructure for our organization.

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