Ops Manager: ITS Infrastructure

Business unit, Department, Reporting

Core Description

The role is responsible for ensuring the effective and efficient operation of IT services and infrastructure within an organisation. This role focuses on maintaining high availability and performance of IT systems. Supporting business objectives through proactive management, incident response, and continuous improvement of IT operations. Additionally, the role is responsible for managing all resources at their disposal to maximise production and quality of services within the geographical area under their control. This includes managing a team, working closely with various IT teams, stakeholders, and vendors to ensure that service levels are met and that IT operations align with the organisation's strategic goals

Key Deliverables / Primary Functions

• Regularly monitor IT systems to ensure optimal performance, identifying potential issues before they escalate. Implement corrective actions and evaluate results to maintain high system. 
• Swiftly respond to IT incidents, conducting root cause analysis and implementing solutions to prevent recurrence. Identify and manage operational changes effectively, ensuring minimal disruption and sensitizing role-players to the change process. 
• Implement and maintain robust security protocols, conduct regular audits, and respond to security breaches. Ensure compliance with legislative and organizational requirements by developing and enforcing necessary intervention plans. 
• Manage data backup processes to ensure data integrity and execute disaster recovery plans to minimize data loss and downtime. Monitor the implementation of these processes, initiating corrective actions as needed.
• Manage financial resources by compiling budgets, setting targets, monitoring expenditures, and providing feedback on financial performance to stakeholders. 
• Collaborate with external vendors to ensure the quality and reliability of IT services, managing contracts and service level agreements (SLAs). Assess and plan IT infrastructure capacity to ensure efficient resource utilization.
• Interpret operational plans, compile action plans, and set clear goals. Identify opportunities for improving IT operations and implement initiatives to enhance efficiency and scalability. 
• Effectively manage responses to operational changes, handle conflicts, and ensure all role-players are engaged in the change process. Identify and mitigate disruptions to maintain smooth transitions.
• Maintain comprehensive documentation of IT operations, system configurations, and processes by producing regular reports on system performance, incidents, and financial management to inform decision-making and drive improvements.
• Empower staff through training, recognize and reward performance, and provide continuous feedback to align with business goals

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

A minimum of 3 years’ experience (if only Grade 12, then 5 years’ experience) will be required in Incident and interactive ticket management and related IT Infrastructure services, of which 1 to 2 years is at a management / supervisory level.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements