Cape Town: S2 Team Lead (Manager) — Networks, Security & Escalations posted by Ello Technology (Pty) Ltd

About the Role

The S2 Team Lead (Manager) role at Ello Technology (Pty) Ltd exists to protect client operations by owning hard problems, including escalations, networking reliability and performance, cybersecurity controls, complex incident response, and standards that scale across the client base.

Key Responsibilities

### Escalations Leadership (Core)

• Own the S1S2 escalation pathway (definitions, priorities, exit criteria)
• Ensure triage happens quickly with clear comms and next steps
• Drive incident resolution to completion (not workarounds only)
• Implement preventive measures to reduce repeat escalations
• Maintain escalation SOPs and train S1 on what good escalation looks like

### Networking Operations (Core)

• Own client network standards: switching, routing, Wi-Fi, firewall config standards
• Ensure documentation and diagrams are current and usable
• Improve stability and performance through proactive maintenance
• Implement change control for network changes (risk management)

### Security Operations (Core)

• Own baseline security controls and continuous improvements
• Ensure patching, vulnerability remediation, endpoint standards and identity/access basics are enforced (as per your stack)
• Lead incident response for security events (containment, remediation, reporting)
• Create and maintain security runbooks and client security improvement roadmaps

### Monitoring, Alerting and Response Discipline

• Ensure monitoring is meaningful (reduce alert noise, increase signal)
• Define response rules: who acts, when, and how
• Track MTTA/MTTR and improvements over time

### Projects and Delivery Management (with S3 and BU Sales Consultant)

• Produce clean technical scope, BOMs, and project plans
• Ensure delivery quality, sign-off, and handover documentation
• Prevent scope creep and uncontrolled free work
• Coordinate with S3 where cloud/automation overlaps

### People Leadership and Performance

• Set clear roles and expectations for S2 engineers
• Weekly 1:1s and skill development plans
• Run peer reviews and post-incident reviews
• Hire/interview input where needed

### SOP and Quality Enforcement (Non-Negotiable)

• Build/maintain S2 SOPs: escalation, network changes, firewall rules, incident response, documentation standards, handovers
• Audit compliance and correct behaviour fast
• Stop-the-line rule: unclear scope = clarify before executing

KPIs / Scorecard

### Weekly + Monthly

#### Operational Metrics

• Escalations received vs resolved (weekly)
• Repeat escalation rate (same client/same root cause)
• MTTA (mean time to acknowledge) for critical incidents
• MTTR (mean time to resolve) for critical incidents
• Network incident count and downtime minutes (where measurable)
• Change failure rate (changes that cause incidents)

#### Security Metrics

• High-risk findings opened vs remediated
• Patch compliance / remediation SLA adherence
• Security incidents: count, severity, containment time
• MFA/identity control coverage (where applicable)

#### Quality & Compliance

• Documentation completeness score (diagrams, configs, passwords/secure vault references, runbooks)
• SOP compliance audit score
• Ticket quality (notes, root cause, resolution steps)

#### Commercial / Delivery

• Project delivery on time/on scope
• Rework rate
• Scope/BOM handoff quality to BU Sales Consultant
• Revenue leakage incidents (missed billables due to poor handoffs) target: zero

Non-Negotiables

### Behavioural Rules

• Calm and decisive under pressure
• Documentation is part of the job, not a nice to have
• No hero culture: systems beat legends
• Strong handoffs and cross-BU collaboration
• SOP compliance is enforced, not suggested

30 / 60 / 90-Day Plan

### Days 030: Stabilise and Create the Operating System

• Audit current S2 load: top 20 recurring escalations + top 10 client risks
• Define escalation entry criteria + minimum info required from S1
• Implement weekly S2 scoreboard and review cadence
• Create/update top 10 SOPs (escalation, firewall change, incident response, documentation standard)
• Start post-incident reviews for critical events
• Quick wins: reduce alert noise, fix the loudest repeat problem

### Deliverables by Day 30

• S2 escalation SOP + S1 escalation checklist
• Scoreboard live weekly
• Documentation baseline standard published
• First reduction in repeat escalations trend

### Days 3160: Improve Quality, Speed, and Standards

• Establish standard network/security baselines across clients (phased)
• Introduce change control discipline for risky changes
• Start skills development plans for S2 team members
• Improve MTTR by tightening triage, comms, and ownership
• Build a prevention backlog (root-cause fixes prioritised by impact)

### Deliverables by Day 60

• Visible reduction in repeat escalations
• Network/security baseline rollouts started (tracked)
• Monitoring