Job Description

Business Unit, Department, ReportingDivision Operate
Department MCOE
Reports To Spec: Infrastructure Monitoring
Span of Control 0Core DescriptionTo manage and support customer technical monitoring solutions and provide general networking and technical support on customer system within AI Ops.Key Deliverables / Primary Functions

• 2nd and 3rd Level Operational Support

o Primary client ConCom
o Shared Services (where required)

• Network and Monitoring support -

o Cisco Switch and router infrastructure,
o Monitoring and reporting tools
o Capacity Management Tools

• Research and Innovation/Automation
• Capacity management & data analysis
• License and Lifecycle Audit and Compliance
• Succession candidate for Team Lead

o Stand-in for Team leader role

• Innovation Projects Planning and Implementation Coordination
• Primary focus on operational services and automation.
• Support, maintain and manage the technical aspects of a managed operating system solution and ensure contracted service level agreements are met. Perform proactive activities such as health-checks, documentation updates and performance reporting
• Plan, coordinate and implement system changes within client specified change windows. Liaise with the clients, vendors and other partners to ensure minimal disruption to the client's day-to-day business operations.
• Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner.
• Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork.
• Assist colleagues and contribute to the quality and values.
• Drive a proactive culture to reduce common causes of operational problems.
• Understand the requirements of being part of a 24x7 on-call operation
• Operates closely with associated infrastructure service teams to meet SLA's and resolve problems
• Execute to the Work Group Services business plan and strategies.

Core Functional Skills & Knowledge

• Unsupervised, responsible for installation and operational support of Networking Infrastructure and related back-end systems
• Advanced client consulting capability
• Solution documentation and drafting skills, including reference designs, baseline documentation and standards
• Effectively executes all related tasks within the support areas with the focus on SLA management and delivery against these
• Technical Project planning and implementation
• Research, design and architecture solutioning capability and skills
• Advanced capacity management and balancing, rightsizing and demand versus supply management
• Under general supervision, responsible for installation and operational support of Microsoft based infrastructure and related back-end systems

Core Behavioural Competencies1. Job Match Rating2. Delivering Results3. Meeting customer expectations4. Decision Making5. Handling Pressure6. Communication and ImpactMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer ScienceOR NQF 4: Grade 12Additional Qualification preferred or advantageExperience3 years of relevant network and monitoring system experience within a large and highly complex organisation and in network and monitoring systems.Financial Services/Insurance industry information systems support experience will be an advantage.OrIf the highest qualification is grade 12, 5 years of relevant network and monitoring system experience within a large and highly complex organisation and in network and monitoring systems is required.Financial Services/Insurance industry information systems support experience will be an advantage.CertificationsRelevant technical certifications in field of speciality (Network and Innovation focus)ITIL 3 or 4 will be advantageousVMWareMicrosoft Certified Professional (MCP) or Microsoft Certified Solution Developer (MCSD)Certified in public cloud i.e. Microsoft Azure or Amazon AWSProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlOperational/TechnicalSpecial Requirements/ Employment ConditionValid Drivers licenseWorkplace/Physical RequirementsBillableFull-time Office Based position.

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