Ops Manager Technical Support - KwaZulu, Natal

Ops Manager Technical Support - KwaZulu, Natal

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Business unit, Department, Reporting

Date: 10 Apr 2025
Location: Durban, KwaZulu Natal, ZA
Company: BCXP
Business Unit: Operate Department: Managed Services Cloud Job grade/level: M6

Core Description
To oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients. To lead the facilitation of operations architecture and IT continuity management for technical support team. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users.

Key Deliverables / Primary Functions

• Manage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Manage the identification and mitigation of operational risk within Infrastructure.
• Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
• Provide input, develop and manage the implementation of process and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer.
• Participate in multiple, large scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements.
• Interact with customers when escalated to, to provide and process information in response to technical requests about products and services.

Core Functional Skills & Capabilities

• Risk Management
• Budget Management
• Interpersonal skills
• Technology Consulting
• Infrastructure Technology

Core Behavioural Competencies

• Job Match
• Applying expertise & Technology
• Leading and supervising
• Deciding & Initiating Action
• Working with people
• Delivering Results & Meeting customer expectations

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• NQF 4: Grade 12 National Diploma

Experience

3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.
OR
5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.

Certifications

• ITIL Foundation
• Must have a high-level overview of the supported technologies in the client environment

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control: 26 Level of Engagement: Technical Teams, Management, Internal and External Customers

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required.

Workplace / Physical Requirements

Full-time Office Based position.
Billable
BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.

Seniority level: Mid-Senior level

Employment type: Contract

Job function: Management and Manufacturing

Industries: IT Services and IT Consulting