Junior IT Operations Manager(External Applications Only)

Description

About the job Junior IT Operations Manager (External Applications Only)

To plan, organise, control, and coordinate the day-to-day Information Technology activities, ensuring that systems, services, and infrastructure work reliably and securely. To provide support to the IT Operations Manager and guidance to the IT functions and its technical personnel.

Requirements

1. NQF 5 with minimum 2-3 years relevant experience in similar or related position
2. Practical and theoretical knowledge of IT Systems, Services and Infrastructure
3. General management knowledge and skills
4. Proven Technical experience in computer software and hardware, including servers and systems.
5. Proven experience to effectively co-ordinate IT personnel and set department priorities.
6. Strong written and verbal communication in order to communicate with team members, management personnel, and end users.
7. Problem solving abilities or skills addressing user issues with software, hardware, and servers.

General IT Operations Management

Directing activities of IT Technical personnel to both support end users and to assist with IT upgrades and directives.

Input to and support of 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 of back-ups for IT Systems.

IT Operations Support

Assess 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.

Maintain data security.

IT Third Party Management

Ensure adherence to agreed Third Party service level agreements (SLAs).

Monitoring of Hardware / Software quotes for IT repairs / upgrades.

IT Capacity Planning and System Improvement

Input to 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

Input to Progress, performance, and operational reports.

Input to Weekly Services reporting.

Input to Monthly Services reviews.

Root cause analysis (RCA)

Open call reviews

Ad-Hoc Management Reports

Drive for results

Constantly looks for and acts on opportunities to improve department performance.

Works to exceed goals set by others.

Develops stretching goals for self and department, working consistently and tenaciously to meet these.

Implements clear control mechanisms to measure results against department performance objectives.

Identifies barriers to performance and persists in overcoming them.

Assists team members in achieving their goals.

Solve Problems

Proactively identifies problems and seeks root cause.

Analyses information objectively and thoroughly and identify gaps or potential inconsistencies in operational results, performance data, processes, or systems by recognising patterns in information when solving problems.

Develops and implement appropriate action plans breaking complex tasks into manageable parts.

Make Decisions

Makes decisions within framework of company policies and within set timelines.

Makes decisions giving due consideration to consequences of the decision made in area of responsibility.

Implements decisions made in line with agreed processes and policies.

Plan

Plans within framework of operationally/department policies and procedures.

Manage Performance

Follows through on commitments made and deliver on them to achieve set objectives and targets.

Takes accountability for own and or subordinate’s actions and implements corrective action where required.

Handle Pressure

Handles pressure well and is consistent in controlling own responses irrespective of time/or workload pressures.

Remains focused and rational by not showing frustration or anger when resisted and displays self-confidence when dealing with difficult situations.

Calms others who are expressing frustration or anger.

Collaborate

Recognises conflict among team members and deal with it effectively.

Identifies and improves communication to bring conflict within the team into the open and facilitate resolution.

Makes concerted effort to collaborate and build rapport with internal stakeholders in finding solutions to situations leading to conflict and misunderstanding.

Communicate

Assesses the needs of audience in order to deliver appropriate message and content.

Applies communication strategies to ensure inputs from role players are discussed and acted upon.

Actively shares information and ideas, and encourages others to share their views and concerns.