It Manager (Sandton)
Posted on 2025-02-27
| Employer | Datafin |
|---|---|
| Salary | 0 |
| Category | It Computer |
| Location | Gauteng / Johannesburg |
Job Summary
Johannesburg – Gauteng – South Africa
- Manage the Tier 1 team, which operates on a shift basis to support IT requests from client sites.
- Ensure that the team meets the target response time of 5 minutes for client requests and escalates issues to Tier 2 when necessary.
- Shift Management: Ensure efficient shift coverage and manage scheduling to guarantee 24/7 support without response time delays.
- Team Development: Train and develop the Tier 1 team to handle requests efficiently, ensuring all team members are aligned with the target response time.
- Oversee the 24/7 Tier 2 team, which handles escalated issues and more complex network, server, and infrastructure problems.
- Ensure Tier 2 is available around the clock to provide critical support when needed.
- Establish and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 teams to standardise issue resolution, ticket handling, and escalation processes, all aimed at meeting the target response time.
- Manage and maintain PABX systems, WAN/LAN networks, and ISP monitoring across all offices and sites, ensuring continuous network uptime.
- Oversee relationships with ISPs across all sites and offices, ensuring reliable service, cost-effective contracts, and adherence to Service Level Agreements (SLAs).
- Ensure daily database backups are completed and monitored, maintaining data integrity and availability.
- Oversee the handling of support tickets across Eworks and WhatsApp platforms, ensuring Tier 1 addresses tickets efficiently and escalates unresolved issues to Tier 2 promptly.
- Maintain a stock of ready-to-deploy “Hot Standby” PCs to minimise downtime in case of hardware failures.
- Implement real-time monitoring systems for incoming tickets to ensure that the Tier 1 team consistently meets the target response time. Use tools that trigger alerts when response times exceed the target.
- Automate the assignment of routine tickets to the appropriate team members, ensuring that client groups are prioritised for faster responses.
- Use automation to reduce manual processing time and eliminate bottlenecks in ticket handling.
- Plan and document IT infrastructure layouts for each site, ensuring scalable and efficient deployment of IP ranges for new locations.
- Lead automation initiatives to improve the efficiency of both Tier 1 and Tier 2 teams, focusing on reducing manual work and speeding up ticket handling.
- Implement security protocols and server lockdowns to protect data and IT infrastructure across all sites. Conduct regular security audits and risk assessments.
- Analyse data usage across the network, providing insights and optimisation recommendations based on usage trends.
- Manage domain certificates and renewals, ensuring security and compliance.
- Oversee the administration of Office 365 accounts, ensuring secure access and smooth user management.
- Lead the development of Bills of Quantities (BOQ) for IT infrastructure projects and collaborate on new site designs.
- Lead initiatives to optimise and scale the companys cloud infrastructure, aligning with long-term business goals.
It Manager (Sandton) position available in Gauteng, Johannesburg. This job position was posted by Datafin. The job has been posted as a premium ad on 2025-02-27 at 16:09:18 in the It Computer category
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