IT Operations Manager

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 guidance and leadership to the IT functions and its technical personnel.

Requirement:

NQF 7 with minimum 3-5 years relevant experience in similar position

Practical and theoretical knowledge IT Systems, Services and Infrastructure

General management knowledge and skills

 Proven Technical experience in computer software and hardware, including servers and systems.

Proven Leadership to effectively manage IT personnel and set department priorities.

Proven process enhancement to develop and implement policies and procedures for IT in order to assess and improve processes.

Strong written and verbal communication in order to communicate with team members, management personnel, and end users.

Problem solving addressing user issues with software, hardware, and servers

General IT Operations Management

Directing activities of IT Technical personnel to both support end users and to assist with IT upgrades and directives.

Develop 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 departmental needs and 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.

Approval of change requests and escalations.

Maintain data security.

IT Third Party Management

IT Third Party Management and oversight

Ensure adherence to agreed Third Party service level agreements (SLAs).

IT Capacity Planning and System Improvement

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

Progress, performance, and operational reports.

Weekly Services reporting.

Monthly Services reviews.

Trend analysis.

Root cause analysis (RCA)

Open call reviews

Ad-Hoc Management Reports

Lead with Vision

Establishes a clear and compelling outcomes for area of responsibility

Develops appropriate action plans in order to achieve established outcomes

Ensures that employees understand their role towards the achievement of the departments outcomes

Motivates employees to achieve the established outcomes

Proactively identifies and addresses issues and risks within own department that may impede the delivery of the departments outcomes

Provide Direction

Develops operational plans to enable the achievement of set objectives

Ensures adherence to policies and procedures within area of responsibility

Sets example as a driver of company values and motivate and support employees in department so that others can buy into vision, mission and values

Drive for Results

Constantly looks for and acts on opportunities to improve department performance

Works to exceed goals set by others

Develops stretching goals for self and department, working consistently and tenaciously to meet these

Implements clear control mechanisms to measure results against department performance objectives

Identifies barriers to performance and persists in overcoming them

Assists team members in achieving their goals

Proactively anticipates and acts on trends and evolving needs

Think Strategically

Identifies gaps or potential inconsistencies in business results, performance data, processes or systems by recognising patterns in information

Prepares contingency plans for identified problems and situations that might occur

Proactively take considered action to ensure that a current problem which could be ignored in the short term does not escalate

Solve Problems

Proactively identifies problems and seeks root cause

Analyses information objectively and thoroughly and identify gaps or potential inconsistencies in operational results, performance data, processes or systems by recognising patterns in information when solving problems

Develops and implement appropriate action plans breaking complex tasks into manageable parts

Make Decisions

Makes decisions within framework of company policies and within set time lines

Makes decisions giving due consideration to consequences of the decision made in area of responsibility

Implements decisions made in line with agreed processes and policies

Stands by own beliefs and decisions with self confidence

Plan

Establishes priorities, operational plans that ensure the best utilisation of resources in area of responsibility

Takes into account consequences of planning on area of responsibility with regards to organisational processes, budgets, resource- availability and the external environment

Empower

Mentors and coach subordinates in department by devoting significant time to provision of one-on-one coaching and support to others

Works with subordinates to create individual development plans that are clearly linked to business, team, and individual needs and goals

Delegates to individuals at the appropriate level

Manage Performance

Follows through on commitments made and deliver on them to achieve set objectives and targets

Takes accountability for own and or subordinates actions and implements corrective action where required

Defines clear and stretching department goals and standards in line with strategic initiatives and objectives

Implements and manages appropriate control mechanisms to ensure department objectives are achieved

Uses appropriate behavioural skills to resolve operational performance problems

Acts as a role model and motivates others to achieve the highest standards of quality and efficiency

Determines employees’ strengths and weaknesses relative to demonstrated behaviours and job requirements and implement appropriate development plans

Handle Pressure

Handles pressure well and is consistent in controlling own responses irrespective of time/or workload pressures

Remains focused and rational by not showing frustration or anger when resisted and displays self-confidence when dealing with difficult situations

Calms others who are expressing frustration or anger

Innovate

Generate unique alternatives, options or solutions to problems

Manage Change

Manages planned changes that may be brought about as a result of internal and or external circumstances

Ensures that the department responds to the changing environment and stakeholders needs and expectations

Influence

Persuades, convinces and influence others towards point of view as leader of the department by being aware of self ,others and context

Displays appropriate, written presentation and oral communication aligned to audience requirements

Projects credibility and confidence even when faced with obstacles

Assert Authority

Gets one’s point across with credibility and self-confidence ensuring adherence to policies despite work pressures experienced

Asserts self during interpersonal situations

Maintains and projects confidence, even in adverse circumstances

Makes a positive personal impact that is clear and concise for the audience

Facilitates open, direct two way communication

Expresses disagreement with peers or more senior colleagues, tactfully and appropriately

Collaborate

Recognises conflict among team members and deal with it effectively

Identifies and improves communication to bring conflict within the team into the open and facilitate resolution

Makes concerted effort to collaborate and build rapport with internal stakeholders in finding solutions to situations leading to conflict and misunderstanding

Communicate

Assesses the needs of audience in order to deliver appropriate message and content

Applies communication strategies to ensure inputs from role players are discussed and acted upon

Actively shares information and ideas, and encourages others to share their views and concerns

Recognises and proactively deal with situations with potential for miscommunication leading to damaged relationships