IT Ops Manager at Sun International

Job Purpose

• The IT Operations Manager is responsible and accountable for the supervision of the IT team, as well as the planning, implementation and delivery of the IT infrastructure and operations for the business unit, including hardware, software, networks, data centres, and telecommunications facilities and related equipment used to provide information technology services to business operations in a manner that is easy, appropriate, reliable and secure in line with business and regulatory requirements.

Key Performance Areas

Delivered Unit IT Plans:

• Keep up to date with changes, innovations and leading practice in the IT infrastructure environment and facilitate the delivery of unit IT objectives
• Understand the IT, technology business plans and provide insight into the IT infrastructure and operational roadmap, objectives including network, storage, AV and telecommunications plans to support the operations
• Implement and embed the Sun International IT operational policies, standards and tools with a focus on key network, application, infrastructure tools to be implemented to effectively support the operation in various areas of the business
• Conduct proactive investigations and analyses into technology requirements and work with the team to deliver the technical components and technology infrastructure to support current and future business products, and processes
• Manage and monitor the IT infrastructure to ensure that systems, processes and testing is in place to protect sensitive information and included in operational prioritization and planning
• Conduct risk impact analyses to determine the impact of failure of hardware, systems and data loss for critical business processes.
• Integrate business continuity and security programmes into network, infrastructure solutions throughout IT systems and platforms to mitigate any identified risks and meet business objectives and regulatory requirements
• Be available as a subject matter expert in IT infrastructure planning and provide guidance and support to business operations with any challenges and issues experienced
• Plan and implement all IT infrastructure and operational project requirements, ensuring delivery against plans, timelines, budgets and quality standards
• Align the Business unit data centre with Group requirements
• Compile action plans and measurements for the implementation of approved projects 
• Facilitate the communication and implementation of deliverables 
• Verifies systems health by conducting periodic audits and self-assessments of technologies within the Organizations’ Risk and Security Framework

IT Infrastructure Support

• Maintain and monitor all data center infrastructure and ensure any issues are proactively identified and corrected
• Performs testing on all changes to hardware and software 
• Acts as a technical liaison between Central IT and vendors delivering work onsite.
• Compile plans and participate in project efforts including definition of requirements (including installations and testing of servers and server components)
• Ensures backup and maintenance activities for all data center infrastructure
• Performs routine maintenance tasks for infrastructure systems (such as backups, patch management, and hot fixes)
• Act as a subject matter expert for the resolution of technical issues related to the server for the business unit and detect and respond to server and server component technical problems 
• Identify risk areas, issues and challenges with software configuration
• Conduct quality assurance on work performed
• Conduct post implementation reviews
• Make recommendations on server components or equipment to improve system performance Escalate any issues that cannot be resolved to Group SunIT

Network Support

• Performs installations, moves and decommissioning of access layer networking components (i.e. network components connected to end user devices. Eg. Slots, Micros POS)
• Monitors bandwidth for the site and notifies Central IT of any out of the ordinary requirements Performs routine AD maintenance (such as disabling dormant accounts, adding and removing machines from AD)
• Plan changes and configuration requirements and project manage implementation
• Conduct repairs and testing of the network, and detect and respond to network components or equipment to improve system performance
• Monitors capacity requirements in terms of (e.g., disk space, storage, and CPU utilization).
• Identifies performance problems and proactively provides recommendations and solutions
• Recommends changes and enhancements for improved system reliability and availability
• Conduct post implementation reviews and escalate any unresolved issues

Telecommunications Support:

• Manage the functioning and enhancements of telecommunications equipment and systems to enhance the guest experience within the business
• Plans network voice and video installations by studying technical specifications.
• Establishes voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.
• Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; conferring with engineers.
• Maintains the network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.
• Maintains customer rapport by listening to and resolving concerns, answering questions.
• Maintains safe work environment by following standards and policies.
• Responsible for setup, operation, and maintenance of all voice and video equipment 
• Performs installations moves and repairs to telecommunications equipment across the resort including the switchboard in hotel rooms and multimedia equipment in business, public areas and conferencing requirements
• Plan changes and configuration requirements and project manage implementation
• Identifies performance problems and proactively provides recommendations and solutions

Stabilised Servers, Storage & Virtualization Environment

• Develop plans for the installation of server components
• Compile project plans and milestones for the implementation of components and systems
• Align the Business unit data centre with Group requirements
• Communicate to relevant stakeholders in IT and the business with regards the server and storage
• virtualisation plans for the business unitInstalling of servers and server components Testing of the server
• Detect and respond to server and server component technical problems 
• Make recommendations on server components or equipment to improve system performance Act as a subject matter expert for the resolution of technical issues related to the server for the business unit; escalating any issues that cannot be resolved to Group SunIT
• Facilitate software asset management
• Approve and plan changes or configuration requirements, ensuring system changes and necessary approvals are signed off 
• Identify risk areas, issues and challenges with software configuration
• Conduct quality assurance on work performed
• Project manage changes
• Conduct post implementation reviews

Cost Control 

• Prepare a financial plan of expenses for the year ahead and track these on a monthly basis
• Keep an updated and accurate IT Asset register and ensure that these assets are appropriately depreciated
• Motivate and manage Capex requirements 
• Review and monitor all supplier prices and supplier price quotes on a monthly basis to ensure the tracking of price movements to minimize input cost fluctuations.
• Report on current expenses for the function – including project status updates

People Supervision 

• Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures 
• Consolidation and analysis of productivities and payroll costs for the department
• Consolidation of employee training needs across gaming
• Perform on the job training and coaching to provide cross-functional training between slots and tables to close developmental gaps and build succession for a talent pipeline across the gaming function
• Manage employee relations within the department
• Staff communication and motivation
• Performance contracting, reviews and development
• Provides resources and removes obstacles to performance 
• Recruit and resource for talent for positions 
• Onboarding of new staff members
• Engage with operational management to understand the business requirements and challenges around infrastructure processes and technology
• Provide updates to users on changes to IT policies and processes
• Communicate with business stakeholders with regards new technology; changes; principles and guidelines 
• Provide technical support and advice to customers and business management within the business operations
• Interact and manage relationships with vendors to deliver procured services against requirements. Provide feedback to IT management and Group IT with regards implementation and any areas of concern
• Liaises and manages vendors with regards parts, repairs, services
• Interact regularly with the Group IT with regards challenges, escalations and issues identified if relevant
• Proactively trains technical support staff on new technologies to ensure that they can deliver 1st line support  

Job Requirements

Education and Experience

• IT Related Diploma or NQF Level 6
• MCSE Server Qualification
• CCNA – Routing & switching
• ITIL Certification
• Minimum of 5 years relevant IT networking industry experience
• Year experience in supervising a team an advantage
• Meets the requirements for a Key Gaming Licence
• Experience in server and storage; conferencing engineering an advantage
• Local travel may be required
• May be required to work overtime in line with operational requirements. Will be required to be available in the event of any critical incident / issue

 Core and Personal Behavioural competencies:

• Problem solving
• Implementing and co-ordinating resources
• Assessing and evaluating information
• Planning
• Decision-making skills
• Developing relationships
• Analytical thinking
• Results orientation
• Stakeholder relationship management
• Dealing with customers People
• People Supervision

Technical / proficiency competencies:                                                 

• Technical Writing
• Knowledge of network switching and routing
• Business Continuity Management
• Conference room installations & configurations
• Knowledge of IPTV (including firmware management)
• Knowledge of principles, practices, methods, and techniques for communicating information through audio visual means
• Knowledge and application of telephone and data cables, wiring, circuits, digital computers and all related systems and devices
• Infrastructure design and planning
• PBX Technology and Support
• Contracts management
• Project Management
• Risk management
• Financial acumen