Supervisor: System Monitoring (2988) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• A Bachelors degree or an equivalent qualification at an NQF level 7: Information Technology, Electrical Engineering, Electronic Engineering or equivalent.
• A minimum of five (5) years relevant experience in systems or networking monitoring.
• A minimum of three (3) years supervisory or team lead experience.

Certification:

• ITIL Foundation
• CCNA and/or
• CCNP

The successful candidate will be required to provide after hours support during major network incidents or infrastructure emergencies.

ADVANTAGEOUS:

• Fibre Optic Network Design / Telecommunications Engineering certifications.
• Network +.

TECHNICAL COMPETENCIES:

• Advanced knowledge of enterprise monitoring operations, including real-time monitoring of applications, infrastructure, networks, databases, and digital services in a 24/7 environment.
• Strong understanding of server infrastructure, WAN/LAN connectivity, network devices, storage systems, and service availability monitoring.
• Understanding of ITIL-based Incident, Problem, and Change Management processes, SLA management, escalation protocols, operational continuity practices and Root Cause Analysis (RCA) methodologies.
• Knowledge of system health indicators, capacity monitoring, performance analytics, trend analysis, and proactive fault detection.

KEY RESPONSIBILITIES:

Monitoring Operations Supervision: 24/7 Environment

• Supervise and coordinate 24/7 monitoring operations within SANRAL’s Central Operations Centre (COC), ensuring uninterrupted operational oversight of all critical ICT services.
• Oversee continuous monitoring of enterprise systems, including, business applications, network infrastructure, server environments, databases, Intelligent Transportation Systems (ITS), toll operational platforms, payment processing systems and website and customer-facing digital services.
• Ensure real-time visibility of system performance, service health, alarms, and infrastructure availability through integrated monitoring dashboards.
• Monitor and validate operational dashboards, event consoles, and automated alerts generated by monitoring tools.
• Ensure proper shift handover processes, including transfer of unresolved incidents, operational updates, and outstanding risks.
• Verify that all monitoring activities comply with approved Standard Operating Procedures (SOPs), escalation protocols, and service continuity processes.
• Coordinate operational response during service disruptions, system failures, and infrastructure incidents.
• Ensure proactive identification of operational risks before they escalate into service outages.
• Maintain oversight of all mission-critical systems to ensure operational readiness across SANRAL’s digital services environment.
• Escalate critical service degradation affecting tolling operations, financial systems, and traffic management services.

Incident Detection, Escalation and Response Management 

• Ensure rapid identification, validation, and classification of incidents affecting monitored systems.
• Assess system alerts to determine operational severity, business impact, and urgency.
• Distinguish between genuine incidents, false positives, and informational events.
• Coordinate timely escalation of incidents to relevant technical teams, including Infrastructure support, Network support, Application support, Database administrators, Security teams and external service providers.
• Ensure incidents are accurately logged, categorised, prioritised, and tracked in IT service management platforms.
• Monitor incident response and resolution times against approved service level agreements (SLAs).
• Ensure all critical incidents are escalated within defined timelines.
• Provide operational oversight during Priority 1 and Priority 2 incidents, ensuring immediate response and structured communication.
• Coordinate bridge calls and operational communications during major incidents.
• Track incident lifecycle from detection to closure, ensuring completeness of incident records.
• Review recurring incidents and identify escalation trends requiring permanent corrective action.
• Support post-incident reviews and Root Cause Analysis (RCA) processes.

System Health Monitoring and Performance Oversight

• Monitor overall health, performance, and availability of ICT infrastructure, applications, databases, networks, and operational systems.
• Ensure proactive identification of performance bottlenecks, capacity constraints, and service degradation risks.
• Analyse operational metrics, trends, and system performance indicators to support service optimisation.
• Coordinate with technical teams to address infrastructure, application, and network performance issues.
• Monitor capacity utilisation and recommend improvements to support business growth and operational resilience.
• Ensure operational monitoring thresholds, baselines, and performance indicators remain aligned with business requirements.
• Validate system availability targets and ensure compliance with agreed uptime requirements.
• Support proactive maintenance activities aimed at improving system stability and service reliability.

Monitoring, Administration and Optimisation Tools

• Oversee the administration and effective operation of enterprise monitoring tools used within the COC.
• Ensure monitoring systems are configured to provide accurate event detection, threshold management, and alerting.
• Validate integration between monitoring platforms and service management tools.
• Review and optimise alert configurations to reduce false positives and alert fatigue.
• Ensure proper maintenance of monitoring dashboards, event correlation engines, and reporting systems.
• Coordinate tuning of alerts based on operational trends and system changes.
• Recommend enhancements to monitoring capabilities, including automation and predictive analytics.
• Support implementation of new monitoring technologies and tools.
• Ensure monitoring coverage aligns with changes in SANRAL’s ICT environment.
• Coordinate dashboard enhancements to improve operational visibility for management and technical teams.

Reporting, Compliance and Audit Support

• Produce daily, weekly, monthly, and ad hoc operational monitoring reports.
• Report on System availability, Infrastructure uptime, Incident volumes, SLA performance, Major service disruptions, Operational risks and Capacity trends
• Maintain accurate operational records for governance, audit, and compliance purposes.
• Support internal and external ICT audits by providing monitoring evidence, incident records, and operational logs.
• Ensure all monitoring activities comply with SANRAL governance standards and ICT operational policies.
• Maintain updated monitoring documentation, SOPs, incident procedures, and escalation matrices.
• Assist in preparation of management reports for ICT governance forums.
• Track compliance with service management and operational reporting standards.
• Support risk assessments related to operational service continuity.

Team Leadership and Operational Coordination

• Supervise, guide, and support System Monitoring Analysts and operational monitoring personnel.
• Allocate shift responsibilities and ensure adequate operational coverage across all monitoring functions.
• Manage shift schedules, standby arrangements, and operational resource planning.
• Conduct regular performance reviews and operational coaching sessions.
• Identify skills gaps and support staff development initiatives.
• Ensure staff adherence to monitoring procedures, escalation protocols, and reporting requirements.
• Foster a high-performance operational culture focused on.
• Support onboarding and training of new monitoring personnel.
• Promote collaboration between monitoring teams and other ICT support units.
• Ensure operational discipline and consistency across all monitoring shifts.