IT Operations Manager at Datafin Recruitment

DUTIES:

Infrastructure Support Management –

• Lead and manage the Infrastructure Support team, providing guidance and support to ensure the efficient resolution of incidents and service requests.
• Establish and maintain operational processes and procedures for Incident Management, Service Request Fulfillment, and Escalation Management.
• Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary.
• Oversee System Administration activities, including client, server, and network configuration management.

Incident & Problem Management –

• Establish and maintain Incident and Problem Management processes to minimize service disruptions and downtime.
• Coordinate with Technical and Development teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and preventive measures are implemented.

Change and Release Management –

• Develop and implement Change and Release Management processes to facilitate the controlled deployment of changes into the production environment.
• Review and approve change requests, assessing potential risks and impacts to service availability and stability.

Vendor and Supplier Management –

• Collaborate with vendors and suppliers to ensure contractual obligations are met and service levels are maintained.
• Evaluate vendor performance and manage relationships to drive improvements and resolve issues.

Disaster Recovery and Business Continuity –

• Develop and maintain Disaster Recovery plans and procedures to ensure the resilience of critical infrastructure components.
• Conduct periodic testing and drills to validate the effectiveness of Disaster Recovery processes and identify areas for improvement.

Service Improvement Initiatives –

• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Identify opportunities for automation, optimization, and innovation in service delivery processes.

Team Leadership and Development –

• Provide leadership, mentorship, and coaching to the Infrastructure Support team, fostering a culture of collaboration, accountability, and continuous learning.
• Conduct performance evaluations, set goals, and provide feedback to team members to support their professional growth and development.

REQUIREMENTS:

Qualifications 

• Bachelor’s Degree in Computer Science, or equivalent relevant experience.

Experience/Skills 

• Proven experience of 10+ years in a technical management role with a focus on service delivery.
• Track record in strategic and operational hands-on management.
• Strong understanding of ITIL Foundation and COBIT frameworks.
• Excellent leadership and communication skills, with the ability to influence and collaborate effectively with cross-functional teams.
• In-depth knowledge of Incident, Problem, Change, and Release Management processes and tools.
• Good documentation and report writing skills. 
• Excellent communication and relationship building skills.