Johannesburg: IT Operations Manager

A large South African FMCG company with a strong presence in several African countries is seeking to appoint an IT Operations Manager. The overall purpose of the role is to plan, organise, control and coordinate 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. Requirements NQF 7 with a minimum of 3-5 years relevant experience in a 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 Responsibilities 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 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 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