Description:
To plan, organise, control, and coordinate the day-to-day Information Technology activities, ensuring that systems, services, and infrastructure work reliably and securely. To provide support to the IT Operations Manager and guidance to the IT functions and its technical personnel.
Requirements:
- NQF 5 with minimum 2-3 years relevant experience in similar or related position
- Practical and theoretical knowledge of IT Systems, Services and Infrastructure
- General management knowledge and skills
- Proven Technical experience in computer software and hardware, including servers and systems.
- Proven experience to effectively co-ordinate IT personnel and set department priorities.
- Strong written and verbal communication in order to communicate with team members, management personnel, and end users.
- Problem solving abilities or skills addressing user issues with software, hardware, and servers
Key Performance Area:
General IT Operations Management
Directing activities of IT Technical personnel to both support end users and to assist with IT upgrades and directives.
Input to and support of IT policies and procedures to ensure that the department operates effectively and reliably.
Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.
IT Operations Monitoring
Ensure adherence to monitoring of servers, networks, computer and data integration services systems for irregularities and performance issues.
Ensure adherence to monitoring of back-ups for IT Systems.
IT Operations Support
Assess help desk inquiries to ensure personnel are assigned to resolve reported issues.
Assess and resolve help desk or service desk escalations and end user escalations, including 3rd parties.
Support IT activities while upgrading systems and servers and migrating data, including methods to streamline upgrade process, monitor systems to ensure that it remains stable and usable.
Maintain data security.
IT Third Party Management
Ensure adherence to agreed Third Party service level agreements (SLAs).
· Monitoring of Hardware / Software quotes for IT repairs / upgrades.
IT Capacity Planning and System Improvement
Input to capacity planning and performance enhancement servers, networks, and computer systems.
Assess system data and error logs, along with user reports, to determine areas for improvement or repair.
IT Reporting
Input to Progress, performance, and operational reports.
Input to Weekly Services reporting.
Input to Monthly Services reviews.
Root cause analysis (RCA)
Open call reviews
Ad-Hoc Management Reports
Competencies:
Result-oriented
- Being focused on achieving objectives and results, persevering in the face of adversity.
- Makes concrete agreements with others about the results to be delivered. remains focused on results when other things interfere.
- Makes an effort to achieve objectives.
- Has a clear goal in mind.
- Looks for a solution when achieving the objective becomes threatened.
- Finishes the job in time.
Planning
- Systematically organising activities and setting time frames, setting priorities.
- Ensures that the necessary means to perform the job are available on time.
- Puts matters in an efficient order when planning.
- Makes the plan understandable for everyone involved.
- Makes, and maintains a realistic plan.
- Sets priorities.
Delegating
- Delegating work in an understandable, structured and verifiable manner.
- When delegating, provides enough space and responsibility to be able to perform the task.
- Delegates enough work to complete his/her own tasks.
- When delegating, he/she clarifies what results are required at what time.
- When delegating, he/she indicates to the employee why he/she in particular is asked this question.
- Regularly checks the progress of delegated work
Performing under pressure
- Maintaining an effective performance under pressure, or when faced with setbacks or disappointment.
- delivers good results under pressure.
- persists when faced with setbacks.
- continues to do the right thing under pressure, without making mistakes.
- maintains an even performance under pressure.
Analysing and forming opinions
- Researches a problem before drawing conclusions.
- Recognises the causes of events.
- Quickly gets to the root of a problem.
- Draws logical conclusions.
Assertiveness
- Effectively standing up for oneself.
- Isn't afraid to enter into discussion.
- Effectively stands up for his/her own opinion.
- Can handle criticism.
- Speaks up when others cross his/her boundaries.
Integrity
- Complying with generally accepted standards in activities related to the position.
- keeps promises.
- creates realistic expectations.
- is sincere.
- handles sensitive information carefully.
- shows awareness of values, indicates when boundaries are crossed.
Accuracy
- Effectively handling detailed information and being consistently attentive to details.
- Works in an orderly fashion.
- Ensures that matters are handled in an orderly and accurate manner from start to finish.
- Prevents mistakes.
- Invests energy in checking his/her work for mistakes.
Client focus
- Identifying and actively responding to clients' wishes and needs.
- Deals with clients in a friendly manner.
- Shows involvement in the client's problem.
- Makes clients feel welcome.
- Approaches the client's question with a can-do mentality
Personal development
- Being aware of one's own strengths and weaknesses: consciously working on personal development.
- Is focused on self-broadening and/or gaining more in-depth knowledge.
- Follows relevant training programmes and/or looks for opportunities to gain experience.
- Seeks and uses opportunities for personal development.
- Asks for feedback in order to learn
