IT OPERATIONS MANAGER - Pretoria - ref. m25364219

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 SLAs with business units and ensure turnaround times are within agreed SLAs
• 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 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
• 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.