ICT Operations Manager

JOB PURPOSE

To manage the ICT operations including; delivery of physical and virtual infrastructure components and ICT service desk to ensure reliable and efficient delivery of services with a focus to meet the business needs and expectations of users as per agreed Service Level

Agreement in line with the current and future business requirements.

KEY PERFORMANCE AREAS

MANAGE DELIVERY

• Manages ICT operations (data centres, servers’ hardware, storage and core software services) availability, performance, and security of these components.
• Manage ICT service desk, ensuring the efficient running of ICT support services and providing technical support to users and manage handling of users escalated issues.
• Manage development and implementation of ICT operation and service desk policies, appropriate standards and criteria for hardware, infrastructure services software, access verification, security and encryption requirements.
• Establishes the ICT procurement needs, ensuring cost-effective technology solutions in line with organisational policies
• Validate the procurement of ICT related goods and services at the FIC to be in line with ICT policies and strategy.
• Manage the procurement of ICT operations equipment and professional services.
• Manage ICT vendors, contracts and service level agreements.
• Manage and oversee ICT technical projects.
• Management and configuration of disaster recovery and data backup systems.

ICT Operations Maintenance and Enhancements

• Communicate information on ICT services, objectives and new programs as required to divisions within the organisation.
• Maintain professional and technical knowledge through continued education, online/in- person training and attendance of educational workshops, reviewing professional publications, networking and participation in professional industry groups for implementations.
• Support other ICT functions through technical evaluations in ICT design and planning processes e.g. proof of concept (POC) or even pilot tests of new technology or request for information (RFI) and request for price (RFP) processes.
• Perform any other duties as directed.

PEOPLE MANAGEMENT

• Direct and manages workflows and plans of the team.
• Ensures clarity around accountabilities.
• Manage performance , mentor and coach the ICT operations team.
• Supports retention of key skills and talent.
• Provides input into succession plans for key positions.
• Manages the development and career growth of the team
• Inspires and motivates staff to deliver results.

RESOURCES MANAGEMENT

• Manage allocated resources to ensure effective and efficient delivery.
• Makes recommendation on resources and budgetary requirements for annual planning purposes.
• Controls costs through effective management of principle business or operating process variables.

RISK MANAGEMENT, COMPLIANCE AND INFORMATION

Risk Management

• Identify and manage ICT operational and service desk risks.
• Manage risks, applicable regulatory compliance and relevant laws.
• Develop and maintain ICT operations practices, policies and procedures.
• Provides input into changes to ICT policies and procedures.

Reporting

• Report status and progress of ICT operations and services at regular intervals to the various relevant forums and to ICT management.
• Compile and review ICT operations reports to inform strategic, operational and programme/project decisions as required.
• Manage ICT operations risk for a successful outcome, and report to different forums when required.

EDUCATION, SKILLS AND EXPERIENCE

• ICT degree (NQF 7)
• Must have one the following professional designation:
  • CRISC or CGEIT
  • Microsoft Certifications: Such as Microsoft Foundation : Azure Administrator Associate or Microsoft Certified: Azure Solutions Architect Expert
  • IT Service management such e.g. ITIL v3/4 Foundation or COBIT 5 or COBIT 2019.
• Minimum of 8 years’ experience in ICT infrastructure planning, development, operations and data management (including backup and recovery) with a focus on ICT performance and reliability.
• Minimum 6 years experience in implementing infrastructure frameworks e.g. Microsoft Operations Framework.
• Minimum 3 years managerial/supervisory experience within the ICT operations.
• Minimum 5 years experience in implementing ICT processes, policies and procedures within ICT operations.
• Minimum 4 years of experience managing cloud technologies (Microsoft 365 Platform, including Azure, Exchange, SharePoint, OneDrive and Office).