Johannesburg: IT Manager (Sandton) posted by Datafin
Posted on 2025-04-30 00:00:00
| Employer | Datafin |
|---|---|
| Category | Other IT/Computer |
| Location | Gauteng / Johannesburg |
Job Summary
Johannesburg – Gauteng – South Africa
- Oversee Tier 1 (Operations Centre) team shift schedules to ensure continuous 24/7 support.
- Ensure Tier 1 meets the target response time of 5 minutes for client requests.
- Implement team training and development plans for Tier 1 to handle requests efficiently.
- Manage Tier 2 team responsible for escalated, complex IT issues across network, server and infrastructure domains.
- Develop and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 to improve efficiency and escalation handling.
- Oversee and maintain network, PABX, WAN/LAN and ISP services across all sites.
- Manage relationships with ISPs and vendors, ensuring SLA compliance and cost-effectiveness.
- Ensure database backups are completed daily and monitored for integrity.
- Oversee support ticket management across Eworks and WhatsApp platforms, ensuring seamless handling and escalation when required.
- Maintain stock of pre-configured Hot Standby PCs to minimise downtime.
- Implement real-time monitoring systems to track and improve ticket response times.
- Develop automated ticket assignment processes to ensure timely resolution and reduce manual handling.
- Monitor and optimise escalation processes to prevent bottlenecks.
- Plan and document IT infrastructure layouts for scalable deployments at new sites.
- Lead automation initiatives to improve Tier 1 and Tier 2 operational efficiency.
- Implement security protocols and risk assessment frameworks to protect data and IT infrastructure.
- Conduct network data usage analysis and optimise based on trends.
- Oversee domain certificates and domain management to ensure security and compliance.
- Manage Office 365 administration for secure and efficient user access.
- Develop Bills of Quantities (BOQ) for IT infrastructure projects.
- Optimise and scale cloud infrastructure to align with business growth.
- Provide advanced troubleshooting and network support to ensure seamless IT operations.
- Manage network configurations, firewall rules and security protocols.
- Supervise 2nd Line Support operations and ensure escalated IT issues are resolved promptly.
- Support server administration, including Windows and Linux environments.
- Ensure documentation and as-built records are maintained for all network changes.
- Oversee cybersecurity measures and monitoring tools to detect and prevent threats.
- Ensure Active Directory, Group Policies and Microsoft 365 administration are properly managed.
- Maintain network monitoring tools such as Zabbix, PRTG and SolarWinds for real-time issue tracking.
- Manage cloud services (Azure, AWS, Google Cloud) and virtualization platforms (VMware, Hyper-V, Proxmox).
- Enhance cybersecurity efforts by implementing SIEM tools and advanced firewall configurations.
- Implement IT automation using scripting languages such as PowerShell, Bash, or Python.
- Lead IT compliance and governance efforts, ensuring adherence to security policies.
- Work closely with cross-functional teams to ensure IT alignment with business objectives.
- Mentor junior IT staff, fostering knowledge sharing and skills development.
- Develop and implement IT training programs to enhance technical capabilities within the team.
- Strong hands-on technical ability to step in and resolve complex Tier 2 issues when necessary.
- Ability to mentor and train Tier 2 staff, ensuring continuous skill development and knowledge transfer.
- Proven leadership and team management experience in IT support environments.
- Expertise in network infrastructure, database management, and cloud technologies.
- Proven experience in implementing IT automation to enhance operational efficiency.
- Ability to conduct security risk assessments and enforce IT security policies.
- Strong problem-solving and decision-making skills in high-pressure environments.
- Strong communication skills for effective vendor, client, and team collaboration.
- Strategic thinking and planning abilities.
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