IT OPERATIONS MANAGER

SUMMARY:
Manage day-to-day functions of Group IT department. Manage the IT infrastructure.

POSITION INFO:
Your BCom Degree\/BSc\/or relevant qualification together with five or more years' experience in IT management as well as MS365 and MS Azure Knowledge and Experience will enable you to: Operations: Manage day to day functions of Group IT Handle all day-to-day issues that arise and escalate to service providers or GITO where appropriate Manage IT Systems Administrator, MS365 Administrator and Infrastructure & Support team Standardise procedures to improve efficiency of subordinates and other human resources Identify problematic areas and implement strategic solutions in time Analyse business requirements by partnering with key stakeholders across the organisation to develop solutions for IT needs Create workshops and training programmes for all staff Ensure hardware and software assets are appropriately managed Manage the procurement process together with the IT Administrative Officer Support Manage ticket allocation, support escalations and ensure timeous resolution Set SLA's with business units and ensure turnaround times are within agreed SLA's Ensure department is appropriately staffed at all times and plan capacity Conduct regular feedback sessions with Business Units to ensure service expectations are met. Provide summary report back to GITO. Infrastructure Ensure systems are properly administered according to agreed standards and procedures Monitor performance of information technology systems to determine cost and productivity levels, and make recommendations for improving the IT infrastructure Organise and establishing deadlines for major IT projects such system updates, migrations, upgrades, and outages Help define IT infrastructure strategy, architecture, and processes Service Providers Manage SLA's 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 All other reports to GITO or Business Unit Managers as may be requested from time to time. Contribute relevant articles to Group IT newsletters Security: Maintenance of secure IT Environment Ensure security of data, network access and backup systems Manage compliance score in Microsoft Compliance Centre, together with Group Compliance Officer. Manage secure score in Defender for Cloud and MS365 Defender. Ensure appropriate security policies and procedures are implemented, maintained\/updated and enforced. Conduct research and provide recommendations to GITO to ensure security is maintained or improved. Manage service provider\/partner with regard to the maintenance of the security environment Schedule and organise penetration testing, red\/blue team exercises and disaster recovery plan tests. Ensure accurate recording of results and reports to GITO. 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 financial framework Strict monitoring and control of budgets and costs of all service providers, internal functions and support services Report back on actual vs budgeted costs Regular feedback on financial performance as agreed from time to time HR: Perform all performance evaluations of subordinates Identify needs for recruiting, training & 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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