IT Operations Manager(External Application Only)

Description:

To plan, organise, control, and coordinate the 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.

Requirement:

NQF 7 with minimum 3-5 years relevant experience in 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

Key Performance Area:

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 of 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

IT Third Party Management and oversight

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

Competencies:

Directing

• Directing others, taking charge.

• Sets an example.

• Clearly expresses what he/she expects from others.

• Paints the big picture, provides frameworks.

• Enthuses employees about the chosen approach.

Result-oriented

• Being focused on achieving objectives and results, persevering in the face of adversity.

• Makes concrete agreements with others about the results to be delivered. remains focused on results when other things interfere.

• Makes an effort to achieve objectives.

• Has a clear goal in mind.

• Looks for a solution when achieving the objective becomes threatened.

• Finishes the job in time.

Planning

• Systematically organising activities and setting time frames, setting priorities.

• Ensures that the necessary means to perform the job are available on time.

• Puts matters in an efficient order when planning.

• Makes the plan understandable for everyone involved.

• Makes, and maintains a realistic plan.

• Sets priorities.

Performing under pressure

• Maintaining an effective performance under pressure, or when faced with setbacks or disappointment.

• delivers good results under pressure.

• persists when faced with setbacks.

• continues to do the right thing under pressure, without making mistakes.

maintains an even performance under pressure.

Analysing and forming opinions

• Researches a problem before drawing conclusions.

• Recognises the causes of events.

• Quickly gets to the root of a problem.

• Draws logical conclusions.

Innovating

• Identifying opportunities to implement changes and improvements.

• Invents new things in line with existing successes.

• Proposes improvements regarding existing work methods.

• Isn't afraid to let go of existing frameworks.

• Is able to look to others to generate ideas.

Assertiveness

• Effectively standing up for oneself.

• Isn't afraid to enter into discussion.

• Effectively stands up for his/her own opinion.

• Can handle criticism.

• Speaks up when others cross his/her boundaries.

Providing feedback

• Giving scope to others by sharing one's views on their performance.

• Provides others with insight in the effectiveness of their performance.

• Provides feedback regularly.

• Provides feedback that people consider useful.

• Isn't afraid to use feedback to bring up subjects that are negative or sensitive.

• Provides specific feedback.

Teambuilding

• Encouraging cooperation within the team in order to achieve common objectives.

• Establishes cooperation between team members.

• knows what is going on within the team.

• Stimulates the mutual commitment and solidarity within the team.

• Motivates team members for the joint team goals.

Integrity

• Complying with generally accepted standards in activities related to the position.

• keeps promises.

• creates realistic expectations.

• is sincere.

• handles sensitive information carefully.

• shows awareness of values, indicates when boundaries are crossed.

Accuracy

• Effectively handling detailed information and being consistently attentive to details.

• Works in an orderly fashion.

• Ensures that matters are handled in an orderly and accurate manner from start to finish.

• Prevents mistakes.

• Invests energy in checking his/her work for mistakes.

Client focus

• Identifying and actively responding to clients' wishes and needs.

• Deals with clients in a friendly manner.

• Shows involvement in the client's problem.

• Makes clients feel welcome.

• Approaches the client's question with a can-do mentality

Personal development

• Being aware of one's own strengths and weaknesses: consciously working on personal development.

• Is focused on self-broadening and/or gaining more in-depth knowledge.

• Follows relevant training programmes and/or looks for opportunities to gain experience.

• Seeks and uses opportunities for personal development.

• Asks for feedback in order to learn