IT Manager (Sandton)
IT – Manager
Johannesburg – Gauteng
ENVIRONMENT:
OVERSEE the company infrastructure across client sites of a cutting-edge Digital Supply Chain Specialist seeking a highly experienced IT Manager to join its team. The role will have a distinct focus on ensuring the efficiency of the Tier 1 and Tier 2 Support teams & meeting the agreed target response time for clients. You will also manage day-to-day operations, including network and office infrastructure, cloud services, and database management. Long-term projects will include automation of support processes, network security, and cloud infrastructure management.
DUTIES:
Tier 1 and Tier 2 Team Management
Tier 1 Operational Centre:
- Manage the Tier 1 team, which operates on a shift basis to support IT requests from client sites.
- Ensure that the team meets the target response time of 5 minutes for client requests and escalates issues to Tier 2 when necessary.
- Shift Management: Ensure efficient shift coverage and manage scheduling to guarantee 24/7 support without response time delays.
- Team Development: Train and develop the Tier 1 team to handle requests efficiently, ensuring all team members are aligned with the target response time.
Tier 2 Team:
- Oversee the 24/7 Tier 2 team, which handles escalated issues and more complex network, server, and infrastructure problems.
- Ensure Tier 2 is available around the clock to provide critical support when needed.
SOP Development:
- Establish and refine Standard Operating Procedures (SOPs) for both Tier 1 and Tier 2 teams to standardise issue resolution, ticket handling, and escalation processes, all aimed at meeting the target response time.
Infrastructure and Daily Operations
Network & Office Infrastructure:
- Manage and maintain PABX systems, WAN/LAN networks, and ISP monitoring across all offices and sites, ensuring continuous network uptime.
ISP and Vendor Management:
- Oversee relationships with ISPs across all sites and offices, ensuring reliable service, cost-effective contracts, and adherence to Service Level Agreements (SLAs).
Daily Database Backups:
- Ensure daily database backups are completed and monitored, maintaining data integrity and availability.
Support Ticket Management:
- Oversee the handling of support tickets across Eworks and WhatsApp platforms, ensuring Tier 1 addresses tickets efficiently and escalates unresolved issues to Tier 2 promptly.
Hot Standby PCs:
- Maintain a stock of ready-to-deploy "Hot Standby" PCs to minimise downtime in case of hardware failures.
Response Time Management and Optimisation
Real-Time Monitoring:
- Implement real-time monitoring systems for incoming tickets to ensure that the Tier 1 team consistently meets the target response time. Use tools that trigger alerts when response times exceed the target.
Automation of Ticket Routing:
- Automate the assignment of routine tickets to the appropriate team members, ensuring that client groups are prioritised for faster responses.
- Use automation to reduce manual processing time and eliminate bottlenecks in ticket handling.
Process Improvements and Long-Term Projects
Site Layouts and IP Deployment:
- Plan and document IT infrastructure layouts for each site, ensuring scalable and efficient deployment of IP ranges for new locations.
Automation of Tier 1 and Tier 2 Processes:
- Lead automation initiatives to improve the efficiency of both Tier 1 and Tier 2 teams, focusing on reducing manual work and speeding up ticket handling.
Security Management:
- Implement security protocols and server lockdowns to protect data and IT infrastructure across all sites. Conduct regular security audits and risk assessments.
Data Usage and Trend Analysis:
- Analyse data usage across the network, providing insights and optimisation recommendations based on usage trends.
Long-Term Strategic Projects
Domain Certificate and Domain Management:
- Manage domain certificates and renewals, ensuring security and compliance.
Office 365 Administration:
- Oversee the administration of Office 365 accounts, ensuring secure access and smooth user management.
BOQ and Site Designs:
- Lead the development of Bills of Quantities (BOQ) for IT infrastructure projects and collaborate on new site designs.
Cloud Infrastructure:
- Lead initiatives to optimise and scale the company’s cloud infrastructure, aligning with long-term business goals.