SUMMARY:
The purpose of the role is to work collaboratively within your team and across other teams in the business to deliver exceptional customer experiences. You will lead our infrastructure team and drive excellence across service delivery, operational support, and strategic technology initiatives. This role is pivotal in ensuring the reliability, se...
POSITION INFO:
The purpose of the role is to work collaboratively within your team and across other teams in the business to deliver exceptional customer experiences. You will lead our infrastructure team and drive excellence across service delivery, operational support, and strategic technology initiatives. This role is pivotal in ensuring the reliability, security, and scalability of our IT infrastructure while managing vendor relationships and fostering a high-performing team culture.
Key Responsibilities
Service Management Operations
Oversee Service Support Management and ensure timely resolution of incidents and service requests.
Manage the Service Lifecycle, ensuring services are designed, transitioned, operated, and improved effectively.
Lead Asset and Configuration Management, maintaining accurate records of hardware, software, and configuration items.
Implement and optimize Monitoring tools and processes to ensure proactive issue detection and resolution.
Supplier Vendor Management
Manage relationships with third-party vendors and service providers in a Managed Service Environment.
Ensure SLAs and KPIs are met and drive continuous improvement across supplier performance.
Cybersecurity Risk Management
Collaborate with security teams to ensure robust Logical Access Management, Vulnerability Scanning, and Patch Management.
Maintain compliance with cybersecurity standards and contribute to risk mitigation strategies.
Leadership People Management
Lead, mentor, and develop a team of infrastructure professionals.
Foster a culture of accountability, innovation, and continuous learning.
Align team objectives with broader organizational goals and technology strategy.
At least 5 years’ experience in a similar role
An understanding of South African Investment Platforms and platform operations and regulations.
Proven experience in leading infrastructure teams within a Managed Service or enterprise IT environment.
Strong understanding of ITIL and COBIT frameworks and their practical application.
Deep knowledge of cybersecurity principles, including access control, vulnerability management, and patching.
Experience with infrastructure monitoring tools and asset/configuration management systems.
Excellent stakeholder management and communication skills.
Demonstrated ability to manage complex supplier ecosystems and negotiate contracts.
Experience in building successful relationships and working collaboratively with external vendors
Strong leadership skills with a track record of building high-performing teams.
A strong understanding of change management processes
A broad enterprise-wide view of the end-to-end business and a relevant degree of appreciation for strategy, processes, and capability, enabling technologies, and governance.
Experience in solving complex problems for customers (internal or external).
Experience working in a fast-paced, proactive, and delivery-focused environment.
Lead incident response and disaster recovery simulations
Knowledge of network architecture, server and storage infrastructure, cloud services (AWS, Azure, Google Cloud).
Knowledge of LINUX, Unix, Windows, Citrix, Control-M and AppDynamics.
