Gauteng: Manager: IT Operations posted by The Talent Room

• Senior Systems Administrator
• Security Engineer
• IT Systems & Support Technician

Team and Vendor Management
Increase team’s effectiveness with the following:

• Recruitment, selection and orientation.
• Training and development.
• Assign accountabilities and plan.
• Monitor and appraise job and project results.
• Develop a climate for offering information and opinions.
• Ensure the team meets timelines and produces content of the highest quality, always maintaining the professional image both internally and externally.
• Ensure that the team has the support, tools and resources it needs to deliver exceptional IT services with security top of mind and to thrive and develop professionally. 
• Evaluate and implement tools to improve productivity and systems efficiency across the IT infrastructure.
• Manage IT vendors and contracts and renewals including but not limited to ISPs, hardware, MSPs, software licenses.

Infrastructure and System Management

• Centrally manage user access and permissions through single sign on (SSO): create, manage, and delete user accounts and groups, across all systems following the security principle of least privilege.
• Implement and enforce secure user access controls and security policies.
• Own the uptime, performance, and resilience of company systems (cloud, network, and on-prem) including monitoring system performance and availability, using tools to track and analyze system and network metrics.
• Maintain server infrastructure (cloud-first or hybrid) including backups, DR plans, and monitoring.
• Oversee and manage endpoint management (laptops, MDM, patching) and user lifecycle (onboarding/offboarding).
• Ensure scalability and reliability of IT platforms (SaaS, IaaS, internal tools)
• Ensure the efficient and effective operation of internal networks, specifically the call center and all related components
• Recommend and plan required improvements
• Ensure internet speeds are sufficient and stable
• Ensure regular maintenance, redundancy and recommend and perform upgrades when required

System Administration and Support

• Implement automation tools to streamline IT operations and report on IT ticket categorisation on a monthly basis.
• Act on IT support tickets and requests from employees, if escalated or if there are capacity constraints. 
• Drive automation for IT ticket automation, introduction of AI agents to gain efficiencies within the team. 
• Handle escalated technical support requests from the existing support team and promptly address any technical issues in emergency or critical situations.
• Oversee and manage the resolution of software issues and optimise the support provided to end-users.
• Develop and maintain scripts for automating routine tasks and system maintenance.
• Oversee and assist with the planning and execution of scheduled maintenance and the associated recordkeeping of maintenance records. 
• Define and manage Disaster Recovery Strategy for the organization.

Support and Service Delivery

• Define and improve ITIL processes for incident, request, change, and problem management.
• Monitor ticket volume and the identification of recurring issues with root cause resolution for the elimination thereof.
• Drive service desk automation for ticket resolution to introduce team efficiencies and ensuring best of breed processes and tools are used.
• Provide regular updates and metrics to management regarding but not limited to uptime, ticket SLA adherence, backlog management, improvement projects etc.
• Contribute to IT budget planning and forecasting.
• Stay updated with the latest industry trends, technologies, and best practices.
• Recommend upgrades and improvements aligned with company growth and technology goals.

QMS, Cybersecurity and Compliance Collaboration

• Enforce and monitor HIPAA, GDPR and SOC 2 compliance on desktops and mobile device
• Ensure IT systems comply with industry standards and regulatory requirements, such as HIPAA, GDPR, HITRUST and SOC 2
• Create and maintain detailed documentation, workflows, and supporting materials for systems topology, support, and administrative actions.
• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept up to date. 
• Ensure that all processes are kept relevant as IT landscape changes occur
• Ensure IT infrastructure supports compliance requirements (e.g., asset tracking, audit trails, patching cadence) and continuously monitor the compliance with IT processes and security rules.
• Ensure that all Cybersecurity procedures and processes are adhered to.
• Responsible for ensuring collaboration between the security engineer and the Compliance team for all internal and external security and IT audits and resolution of any non-compliance findings.

Requirements:

• Diploma in Information Technology or equivalent (essential) or 
• Bachelor’s degree in computer science, Information Systems or equivalent (essential)
• Microsoft 365 Certified: Administrator Expert
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft Certified: Information Protection and Compliance Administrator Associate 
• Salesforce Certified Administrator
• Professional Google Workspace Administrator
• CompTIA Network+
• CompTIA Security+
• CompTIA Cloud+
• ITIL Certified(desirable)
• 3 – 5 years relevant experience

Required nature of experience:

• Microsoft Entra ID management of users, groups, and roles.
• Microsoft 365 conditional access policies and Identity Protection.
• Microsoft 365 monitoring of security related logs and alerts, on endpoints and identities.
• On-premises Active Directory Domain Services (AD DS) design, deployment, and management.
• On-premises Active Directory Certificate Services (AD CS) configuration and management.
• On-premises endpoint management and configuration using Group Policy .
• Cloud-based endpoint management and configuration of Windows and Mac endpoints, using  tools such as Microsoft Intune.
• Salesforce CRM administration and management, including user management and security settings.
• Google Workspace administration and secure configurations.
• Networking design, configuration and management (physical and logical), including routers, switches and firewalls.
• Network monitoring and troubleshooting
• ITIL processes such as Incident Management, Change Management, and Service Desk operations.
• Scripting languages such as PowerShell, Python, or Bash. 
• Automation configuration management, using tools such as Ansible, Puppet, or Chef.

Skills and Knowledge (essential):

• Microsoft Entra ID
• Microsoft 365
• Google Workspace
• Salesforce
• On-Premises Active Directory
• Windows, Mac and Linux OSStrong understanding of networking Protocols.
• Physical network components and how to construct a physical network.
• Logical network components and how to construct a logical network.
• ITIL Framework

Please note only candidates that meet the minimum requirements will be considered.  

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