Senior Infrastructure Specialist at Woolworths

To manage the sustainable provision of suitable IT hardware and relevant software services relating to operating system services for WFS across multiple platforms. This includes all servers, operating system requirements, telephony and other infrastructure both on premise as well as on hosted environments for the 500+ seat WFS call centre.

KEY RESPONSIBILITIES:

• Operational Delivery, Support and Maintenance
• SLA Management
• Information Security and IT Risk Management
• Technology Enhancement
• Projects
• Relationship and Stakeholder Management
• Staff and Talent Management

FUNCTIONAL COMPETENCIES

• Project Management
• Systems Thinking
• Product Knowledge (WFS and Absa Specific)
• COBIT
• IT Infrastructure Library (ITIL)
• IT Cost Optimization
• IT Agility
• IT Infrastructure Management and Maintenance
• IT Compliance and Governance
• Systems Architecture
• IT Services Outsourcing
• Core Contact Centre Technologies
• IT Equipment and Services in WFS
• Infrastructure Design
• Infrastructure Migration
• Production Support and Systems Maintenance
• IT and Business Alignment

TECHNICAL COMPETENCIES

• In-depth experience of server, operating, and desktop systems (including MS Server series, MS Windows, VM Ware, Unix, Informix and Oracle databases, contact centre technologies, PABX, ACD systems, contact centre CRM systems, process automation, scanning and OCR systems, outbound dialling, voice recording, AaaS).
• An awareness of mainframe operating systems would be an advantage.
• Understanding of networking technologies and protocols (including VPN, VOIP, IP).
• Understanding of multi-cloud environment support management
• In-depth understanding of the Systems Development Lifecycle

MINIMUM QUALIFICATION:

• Applicable 3 year IT degree or diploma.
• Applicable Post graduate IT/Business qualification

EXPERIENCE REQUIRED:

• 5 years+ experience in a technical role supporting a Call Centre environment of > 300 agents
• Experience in supporting cloud hosted technology stack