Technical Operations Manager - Durban at NTT Ltd.

Key Role and Responsibilities:

• Oversee engineering and operations of infrastructure service platforms and/or software across multiple technologies.
• Mobilise team resources to respond to situations where standard procedure have failed to fix problems in non-functioning infrastructure platforms and/or software. This includes ensuring the participation of shared resource models responsible for services into the client environments.
• Drive profitability and company growth by executing the infrastructure engineering and operations strategies.
• Collaborate closely with development, partners and vendors on design, reliability, and maintenance issues.
• Oversee vendor performance, spend optimisation and risk management where applicable.
• Identifies new technology solutions and works closely with business owners to forecast future needs.
• Identify opportunities to implement effective ways of work principles into the client environment that would contribute to service delivery improvements.
• Identify cost effective strategies within vendor solutions?
• Manage the operational cost and staff resources to ensure the efficient operation of the function.
• Implement policies/ standards to improve the quality and efficiency of infrastructure service platforms and/or software.
• Oversee the testing and analysis of all components of the infrastructure service platforms and/or software.
• Ensure the maintaining of the infrastructure service platforms and/or software. Track all associated tasks regarding the maintenance activities and schedules.
• Ensure that infrastructure service platforms and/or software are efficiently utilised, the cost to operate and support the platforms aligns with business expectations and that all regulatory and compliance requirements are met for all platforms.
• Provide a secure, compliant, robust, reliable, scalable and efficient infrastructure and directs support strategy and operations.
• Manage activities related to keeping the infrastructure performing optimally including backing up the systems, performance tuning, installing operating systems upgrades and patches, implementing security and virus protection and providing 24 hours monitoring and support.
• Ensure that all daily, weekly and monthly operational reporting requirements are delivered in accordance with contracted services.
• Ensure that reports are analysed and that associated actions to be performed stemming from reports are logged and assigned for resolution.
• Track and manage operational problems and the resolution thereof.
• Assign, monitor and coordinate assignments and work activities
• Review current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy.
• Provides specialist advice to those accountable for governance to correct compliance issues.  Responsible for ensuring that all operational documentation including SOP’s are up to date and relevant to the client environment.
• Provide leadership and direction through developed short and long-range technology plans.
• Manage the day-to-day operations of the various teams in ensuring incidents and requests are resolved within service level agreement requirements.
• Manage staffing processes including recruitment, supervision, development, evaluation and discipline.
• Ensure that operational staff is available and that standby lists meet the requirements for the client contracted services.
• Develop and track key metrics for team member and business performance.
• Oversee communication between the clients and other internal and external stakeholders.
• Ongoing coaching and development of the team where applicable.
• Identify areas for continuous improvement, promoting a positive image of the company.
• Report on overall performance against agreed targets.
• Contribute to the development of policies and procedures regarding quality standards and strategic planning
• Provide input into decisions related to the services operations management.

Knowledge, skills and attributes:

• Strong understanding of ITIL, Cobit, and MoF frameworks
• Knowledge in Microsoft Solutions, i.e. design and implementation of Windows Server platforms, Office 365 migrations, Active Directory, Group Policy, System Centre Configuration, Virtualisation and storage.
• Deep understanding of network switches, network routing, MPLS, network administration, network integration, network security and network advancement
• Knowledge in architecture, design, configuration, and deployment within the Microsoft Azure platform
• Understanding of server and desktop hardware/operating systems, networks, firewalls, etc
• Strong understanding of SAP Systems including SAP Hana
• Strong interpersonal skills.
• Ability to communicate across a broad spectrum of users.
• Excellent oral, written and presentation communication skills.
• Ability to manage organisational change.
• Be prepared to work extended hours where and when required.
• Knowledge of IT infrastructure management processes, techniques, risks and best practices.
• Knowledge of infrastructure technologies such as system management, system/network administration and development.
• Knowledge of server administration, data centre operations, project and change management principles and practices.
• Ability to facilitate creative and strategic discussions in order to address emerging problems and opportunities.
• Ability to provide leadership and management of technical personnel, delegating work assignments, matching responsibility to the person and giving authority to work independently.
• Ability to facilitate presentation of technical and complex matters to a diverse audience.
• Ability to translate business needs into information technology solutions and provide detail-orientated project management leadership.
• Able to effectively interact with technical & non-technical people.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Ability to coordinate team activities and operationally plan and manage deliverables.
• Solid attention to detail.
• Ability to work independently and operationally manage a team of direct and indirect reports.
• Ability to handle multi-task, set priorities and meet deadlines.
• Excellent knowledge and understanding of information systems technology areas.
• Ability to lead and manage a group of people and guide operational activities of assigned teams.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in a relevant field of study
• Relevant certifications such as CCIE/CCNP/ITIL/COBIT/PMP/CISA/CISM etc.

Experience required:

• Experience in similar IT roles, with a focus on IT infrastructure engineering and operations.
• Experience in coaching and training facilitation.
• Proven working experience in a large-scale organisation.
• Experience with IT frameworks: ITIL, MoF, CoBIT, Run SAP.
• Experience supporting IT infrastructure and service delivery.
• Experience working with vendors and/or service providers.
• Experience, judgment and drive to plan, make decisions and accomplish individual and team goals.
• Experience working in a team-oriented, collaborative environment