IT Operations Manager

SUMMARY:
Opportunity with JSE Listed Company

POSITION INFO:

A large South African FMCG company with a strong presence in several African countries is seeking to appoint an IT Operations Manager. The overall purpose of the role is to plan, organise, control and coordinate day-to-day Information Technology activities, ensuring that systems, services, and infrastructure work reliably and securely. To provide guidance and leadership to the IT functions and its technical personnel.

Requirements

• NQF 7 with a minimum of 3-5 years relevant experience in a similar position
• Practical and theoretical knowledge IT Systems, Services, and Infrastructure
• General management knowledge and skills
• Proven technical experience in computer software and hardware, including servers and systems
• Proven leadership to effectively manage IT personnel and set department priorities
• Proven process enhancement to develop and implement policies and procedures for IT in order to assess and improve processes
• Strong written and verbal communication in order to communicate with team members, management personnel, and end users
• Problem solving addressing user issues with software, hardware, and servers

Responsibilities

General IT Operations Management

• Directing activities of IT Technical personnel to both support end users and to assist with IT upgrades and directives
• Develop IT policies and procedures to ensure that the department operates effectively and reliably
• Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel

IT Operations Monitoring

• Ensure adherence to monitoring of servers, networks, computer and data integration services systems for irregularities and performance issues
• Ensure adherence to monitoring back-ups for IT Systems

IT Operations Support

• Assess departmental needs and help desk inquiries to ensure personnel are assigned to resolve reported issues
• Assess and resolve help desk or service desk escalations and end user escalations, including 3rd parties
• Support IT activities while upgrading systems and servers and migrating data, including methods to streamline upgrade process, monitor systems to ensure that it remains stable and usable
• Approval of change requests and escalations
• Maintain data security

IT Third Party Management

• Ensure adherence to agreed Third Party service level agreements (SLAs)
• IT Capacity Planning and System Improvement
• Capacity planning and performance enhancement servers, networks, and computer systems
• Assess system data and error logs, along with user reports, to determine areas for improvement or repair

IT Reporting

• Progress, performance and operational reports
• Weekly Services reporting
• Monthly Services reviews
• Trend analysis
• Root cause analysis (RCA)
• Open call reviews
• Ad-Hoc Management Reports