IT Operations Manager

4 hours ago

Pretoria, Gauteng, South Africa HR Options Full time
Job Title: IT Operations Manager

We are seeking an experienced IT Operations Manager to join our team at HR Options. The successful candidate will be responsible for managing the day-to-day functions of our Group IT department, ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities:
  • Operations:
    • Manage the day-to-day functions of Group IT, including handling all day-to-day issues and escalating to service providers or GITO as necessary.
    • Manage the IT Systems Administrator, MS365 Administrator, and Infrastructure & Support team.
    • Standardize procedures to improve efficiency and implement strategic solutions to address problematic areas.
    • Analyze business requirements and develop solutions for IT needs in partnership with key stakeholders.
    • Create workshops and training programs for all staff.
    • Ensure hardware and software assets are properly managed.
    • Manage the procurement process with the IT Administrative Officer.
  • Support:
    • Manage ticket allocation, support escalations, and ensure timely resolution.
    • Set SLAs with business units and ensure turnaround times are within agreed SLAs.
    • Ensure the department is appropriately staffed at all times and plan capacity.
    • Conduct regular feedback sessions with Business Units to ensure service expectations are met.
  • Infrastructure:
    • Ensure systems are properly administered according to agreed standards and procedures.
    • Monitor the performance of information technology systems to determine cost and productivity levels, and make recommendations for improving the IT infrastructure.
    • Organize and establish deadlines for major IT projects, such as system updates, migrations, upgrades, and outages.
    • Help define IT infrastructure strategy, architecture, and processes.
  • Service Providers:
    • Manage SLAs of service providers and ensure on-time delivery.
    • Handle and resolve complaints.
    • Manage service provider support functions and ensure support is effective.
  • Reporting:
    • Provide routine system operations reports and recommendations to GITO.
    • Prepare all other reports for GITO or Business Unit Managers as requested.
    • Contribute relevant articles to Group IT newsletters.
Security:
  • Maintenance of a secure IT environment:
    • Ensure the security of data, network access, and backup systems.
    • Manage compliance scores in Microsoft Compliance Centre and secure scores in Defender for Cloud and MS365 Defender.
    • Implement, maintain, and enforce security policies and procedures.
    • Conduct research and provide recommendations to GITO to ensure security is maintained or improved.
    • Manage service providers/partners to maintain the security environment.
    • Schedule and organize penetration testing, red/blue team exercises, and disaster recovery plan tests.
Budget and Financial Controls:
  • Assist with compiling budgets as required:
    • Obtain management approval and sign-off before implementation.
    • Liaise with finance to ensure adherence to the financial framework.
  • Monitor and control budgets and costs of all service providers, internal functions, and support services.
  • Report back on actual vs budgeted costs.
  • Provide regular feedback on financial performance as agreed.
HR:
  • Perform all performance evaluations of subordinates.
  • Identify needs for recruiting, training, and coaching of employees and communicate job expectations and provide input to GITO.
  • Implement agreed personal development plans and ensure regular training and skills development takes place.

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