Jobs at Border Management Authority

Description

The successful candidate will be expected to perform the following duties: 

Network Design and Optimisation 

• Design configuration and implementation of the organisation’s network infrastructure to best suit the business requirements.
• Continuous collaboration with other ICT teams to facilitate knowledge sharing and constant optimisation of the network platforms.
• Research and provide key technical input into BMAs strategic decisions concerning the network infrastructure.
• Ensure that BMAs Infrastructure is effectively managed. This includes maintenance (system patches and upgrades), monitoring and driving stability through internal corporate governance.
• Ensure that all elements of the BMA network infrastructure are documented and that relevant standards are understood and adhered to.
• Maximise network performance (LAN, WAN, Wireless and remote connectivity - VPN Technologies) by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimisation.
• Implement and monitor redundant network links for critical sites and perform regular tests of backup links to ensure business continuity.
• Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services

Network and Operational Support

• Provide operational support of the entire network environment.
• Resolve incidents and fulfil service requests using a service management ticket tool and change management processes.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server, switches, routers, Wi-Fi systems and key processes.
• Configuration and installation of hosted VoIP, UC and Video Conferencing solutions, wireless design, bandwidth optimization and WAN acceleration tools.
• Troubleshoot network issues and configure network infrastructure equipment including routers, switches, firewalls, load balancers and other data network infrastructure.
• Perform capacity planning on the network by monitoring and analysing performance.
• Perform regular security monitoring to identify any possible intrusions and virus monitoring.
• Manage and monitor systems to ensure high availability and disaster recovery solutions.
• Provide technical support and analysis where required, both during business day and after hours.

Stakeholder Management Support

• Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing.
• Provide advocacy on matters related to ICT Network and Security to empower the BMA stakeholders to make informed decisions.
• Represent and participate in the organisation’s committees and tasks teams when required.
• Convene and attend meetings and present findings and business cases to relevant stakeholders when required.
• Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
• Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement.

Risk and Compliance 

• Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
• Support and provide evidence to all internal and external audit requirements.
• Maintain quality risk management standards in line with relevant requirements.
• Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
• Review related Standard Operating Procedures in consultation with the Senior Manager: ICT Infrastructure to ensure business optimisation.
• Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation

Administration and Support   

• Responsible for maintenance and support of all customer premise equipment (CPE) at all sites of the BMA.
• Responsible for ongoing engagements with all network and cloud service providers offering solutions to the BMA.
• Optimization of network equipment (routers, switches, firewalls, etc.)
• Responsible for the determination and segregation of network components through VLANs.
• Establishment, implementation, and maintenance of WAN between Head Office, regional offices, and satellite offices.
• Monitoring of network performance (LAN, WAN, etc.)), including the Internet.
• Setup, monitoring and shaping of bandwidth usage and VPN, APN, and other connectivity mechanism.
• Establishment of access (local and remote) into business systems (hosted, cloud and on premise).
• Monthly Systems Availability Reports
• Monthly Service Desk report
• Up to date BMA network architecture
• Preparation of the DR sites for all business systems (hosted, cloud and on premise) according to the DR Plan.
• Responsible for backup and migration of data to the DR side, according to the Standard Operating Procedures on Data and Information Backup.
• Scheduling and monitoring of DR Drills exercises for all business systems (hosted, cloud, or on premise) according to the ICT Service Continuity Plan / Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP).
• Procedures on Data and Information Backup.
• Scheduling and monitoring of DR Drills exercises for all business systems (hosted, cloud, or on premise) according to the ICT Service Continuity Plan / Disaster Recovery Plan (DRP) and Business Continuity Plan (BCP).

Cybersecurity Management

• Monitoring of data and contents processed and produced through the BMA systems, through firewall and other monitoring systems.
• Firewall administration
• Monitoring of security updates across all systems (hosted and on premise), include patches and firmware upgrades.
• Monitoring of all access requests to network and business systems to ensure adherence to policies, plans, and SOPs.
• Implementation of approved polices, plans, and SOPs. 
• Creation of access rules for all users of BMA business systems and consultants.
• Antivirus and antispam systems installation, maintenance monitoring and support.
• Scheduling of antivirus updates downloads and deploying to all servers and end-user devices.
• Performing regular penetration tests on BMA for cybersecurity resilience.

Requirements

Minimum Qualifications 

• Matric (Grade 12)
• Undergraduate Qualification at NQF 7 as recognised by SAQA in Information Technology, Computer Engineering, Computer Science or related.
• Any of the following certificates: ITIL Foundation/Microsoft Azure/Windows Server.
• Linux or VM Ware Certificate would be advantageous.

Minimum Experience

• 5 years' experience at junior Management in IT Management, IT Governance, ICT Network and Security, IT Operations.

Knowledge

• ICT Infrastructure Support.
• Computer Networking Support
• Strong quantitative and analytical skills
• IT governance Frameworks.
• IT Architectural design.
• Business Intelligence.
• Electronic Communication and Transaction Act 25 of 2002
• Border Management Authority Act, 2 of 2020

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.
• Valid driver’s License

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Description

The successful candidates will be expected to perform the following: 

 Service Desk

• Act as the single point of contact for end-users seeking technical assistance.
• Log, classify and categorize IT incidents and requests for IT clients, respond to and resolve IT-related incidents and service requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network issues using remote tools.
• Manage call assigning and escalations.
• Resolve technical queries such as password resets, installations and configurations on first contact.
• Route complex issues to appropriate second or third level IT Support as and when required.
• Provider user feedback to users on the status of their support tickets.
• Creating and updating the knowledge base and troubleshooting procedures.
• Follow up and update all users and engineer activity on the logged calls where applicable.

 Stakeholder Management Support

•  Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing. 
• Represent and participate in the organisation’s committees and tasks teams when required.
• Convene and attend meetings and present findings and business cases to relevant stakeholders when required.
• Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
• Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement.

 Risk and Compliance 

• Maintain and enforce all related Service Level Agreements to minimise business risk and ensure business continuity.
• Review related Standard Operating Procedures in consultation with the Manager: IT Service Management to ensure business optimisation.
• Adhere to all relevant laws, policies, and Standard Operating Procedures throughout the organisation.
• Report any breaches of SLAs to management and work to prevent future occurrences.

Requirements

Minimum Qualifications 

• Grade 12 (Matric)
• Undergraduate qualification at NQF 6 as recognised by SAQA in Information Technology/Information Systems, System Support or related. 
• ITIL Foundation or IT Service Management Foundation certificate compulsory.

Minimum Experience

• 3 Years’ Experience in an IT Service Desk or IT environment

Knowledge

• ITIL Processes
• Border Management Authority Act,2020
• Basic Support Troubleshooting

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.
• Valid driver’s License