Manager: IT Operations Cooper College at Curro Holdings Ltd

What are we looking for?

We are looking for someone with the following experience, qualifications and /or skillsets:

• Matric/Grade 12
• Infrastructure Technology certification
• Approximately 20 years’ experience in the IT industry and management of operations and staff. Understanding of systems and solutions within the operations.

Advantageous

• ITIL Foundation (advantageous)
• Resource and relationship Management
• Understanding of PRINCE project management
• Understanding of DC and WAN/LAN infrastructures
• Understanding of business systems

Legal Requirements

• Driver’s License
• Passport

The responsibilities are:

Hardware and Software management

• Identification of hardware requirements
• Plan and guide schools relating to hardware ordering process.
• Manage the procurement process for hardware and installations.
• Installation of hardware as per standard operating procedures or oversee installations depending on requirements.
• Assess software requirements per device and manage installations and ensuring that all applications are up to date, configured and managed.
• Manage user support on hardware and software

Application Management

• Manage, install and maintain applications across schools.
• Manage application support and maintenance.
• Roll out application changes and updates.
• Manage end user support on applications.
• Provide feedback on user experience and suggested changes or new features required.
• Manage uptime of business-critical systems
• Review and application requirements per school.

Network and ISP Management

• Manage and maintain network structure to minimum service agreements.
• Manage and liaise with network operational center (NOC) to provide feedback for specifications and set up.
• Test network setup and report deviations to requirements
• Monitor and maintain standard network speeds across schools.
• Identify broken links and connections and oversee installations and fixes by 3rd parties.
• Monitor ISP services are fulfilled as per SLAS.
• Manage uptime requirements of the network Wi-Fi structures.
• Report and log calls relating to identified issues with ISP’s.

DC & Server Management

• Review checklists to ensure that all services are operational.
• Meet uptime requirements of servers.
• Conduct quarterly and routine maintenance.
• Identify server capacity requirements and cater for new server requirements.
• Log and report hardware failures and manage internal and 3rd party repairs.
• Monitor server portal, identify and report or solve issues across all applications.

CCTV & Security access Management

• Manage 1st line support services for CCTV cameras at school.
• Identify problems with CCTV infrastructure, resolve or manage 3rd party to resolve.
• Manage, Monitor and support the CCTV server and network requirements

IT Security & Cyber

• Monitor security breaches.
• Log security incidents
• Implement security updates, installations and fixes to manage breaches.
• Report to security officers cyber or security incidents.
• Rollout any security updates or patches
• Understanding and investigate different Cyber platforms

Service Desk and Incident/Problem management

• Implements and supervises the fulfilment of the IT service level agreement.
• Manage ticket resolutions and turn-around times.
• Manage ongoing 24-hour support through the supervision of the standby schedule.
• Identify any incidents and problems at schools or across the business.
• Address ongoing problems and escalate according to processes and procedures.
• Drive a better customer experience.
• Vendor contract management
• Assist and maintain IT policies

Project management

• Assist with the scoping of projects.
• Assist with resource planning.
• Assist with project implementations.

Relationship

• Liaison between Technology Operations and business units to increase transparency and awareness of the services provided by IT Managing and building relationships with key stakeholders.
• Managing escalations and queries.
• Keeping the business updated until resolved / Conducting Service
• Build key relationships with School management.
• Travel between sites for site visits.

Service improvement

• Understand and review the IT requirements at school and assist with the improvement of infrastructures and systems to ensure better educational experience and services.
• Review of current service and structures
• Provide specialist input that will inform, influence, and guide effective development and management of product features

Budgeting

• Assist with IT Budget planning and scoping.
• Maintain the agreed budgets.

Staff Supervision

• Participation in hiring of new staff from a technical and support perspective.
• Mentor and manage onsite and centralizing support.
• Provide input into performance reviews.
• Managing day to day schedule and tasks of support
• Build key relationships with School management.
• Travel between sites for site inspections