Job Description

Business unit, Department, ReportingBusiness Unit Operate
Department Managed Services Cloud
Job grade/level M6Core DescriptionTo oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients. To lead the facilitation of operations architecture and IT continuity management for technical support team. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users.Key Deliverables / Primary Functions

• Manage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Manage the identification and mitigation of operational risk within Infrastructure.
• Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
• Provide input, develop and manage the implementation of process and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer.
• Participate in multiple, large scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements.
• Interact with customers when escalated to, to provide and process information in response to technical requests about products and services

Core Functional Skills & CapabilitiesRisk ManagementBudget ManagementInterpersonal skillsTechnology ConsultingInfrastructure TechnologyCore Behavioural CompetenciesJob MatchApplying expertise & TechnologyLeading and supervisingDeciding & Initiating ActionWorking with peopleDelivering Results & Meeting customer expectationsMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information TechnologyNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageExperience3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.OR5 years' experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.CertificationsITIL FoundationMust have a high-level overview of the supported technologies in the client environmentProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control 26
Level of EngagementTechnical Teams, Management, Internal and External CustomersSpecial Requirements / Employment ConditionAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsFull-time Office Based position.Billable

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