IT Department Lead at Kaelo

Job Description

The IT Department Lead is sponsible for overseeing all aspects of our IT infrastructure, ensuring its efficiency, security, and alignment with our business goals. Responsible for the driving IT operations and resolution of incidents, problems, changes, security and quality of associated IT services across the network, servers, cloud, mails, telephony, software systems and other IT infrastructure. Work with IT operational staff, 3rd party suppliers, specialists and business departments to investigate, diagnose, and resolve IT related issues. Responsible for the uptime and quality of IT services. Design and deliver reports to management on all IT related activities.

• Co-ordination, resolution and reporting of all technical operational tasks (includes access management (including User provisioning, Deprovisioning and Password management), incidents, major incidents, problems, change requests and service requests).
• Troubleshoot and resolve issues with telephone lines, IVR and network issues.
• License management (allocation and deallocation of licenses).
• User Training where applicable.
• Testing of lines, network and system for high availability.
• Investigate, Diagnose and resolve tickets and take ownership of all IT related tickets.
• Develop a deep understanding of the various applications and assist in supporting applications for end users.
• Perform change management, configuration management of all applications.
• Troubleshoot and resolve issues related to applications to ensure high availability of service.
• Troubleshoot and resolve VOIP based telephony issues to ensure high availability of service.
• Troubleshoot and resolve server and network-based issues to ensure high availability of service.
• Implement and maintain security controls across all systems.
• Maintain Vendor compliance to Kaelo and respond to Customer compliance requests.
• Where applicable, work with SME’s in the relevant IT field to ensure resolution of tasks.
• Informing management and escalating tasks as necessary.
• Perform root cause analysis of complex system problems and provide corrective actions.
• Implementing IT projects, associated tasks and working with relevant 3rd party stakeholders.
• Monitor system performance and identify opportunities for improvement.
• Report on and Analyze metrics to evaluate Service desk, IT system performance and recommend improvements.
• Maintain and adhere to Standard Operating Procedures for IT related matters.
• Deliver support to internal and external stakeholders on IT related challenges.
• Identification, evaluation and implementation of new systems to improve IT service offered to internal and external stakeholders.
• Mitigate IT risks as identified.

Qualifications

• BSc in Information Technology/Computer Science or similar tertiary education in the IT field

Knowledge/Experience:

• Minimum 5 years experience in end user support
• Minimum 5 years in a similar role with hands-on experience on server and network support
• Strong understanding of IT infrastructure, including networks, servers, and applications
• In-depth knowledge of IT security best practices and compliance requirements.
• Experience in cloud technology advantageous
• ITIL knowledge

Additional Information

Personal Attributes

• Excellent problem-solving skills backed by solid technical knowledge.
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• A versatile and service-oriented mind-set.
• Good communication skills.
• Understands the importance of documentation.
• Open to learn, but also willing to teach.