• As an integral member of our IAM-team, you will be responsible for:

Strategy & Planning:

• Together with Senior Management, plan and make decisions within the framework of the business objectives and budgets of the company.

Infrastructure Management:

• Oversee the design, implementation, and maintenance of the customer’s IT infrastructure, including servers, networks, and storage systems.
• Ensure high availability and reliability of critical systems and services.
• Ensure that current (and future) hosting infrastructure capacity is efficient to provide maximum uptime.
• Responsible for all the vendor applications: ensure that it is managed on the customer’s behalf, running optimal and available 24X7X365.

IT Management:

• Identify and act on opportunities to improve and update software and systems.
• Develop and implement IT policy and best practice guides for the customer.
• Conducting regular system audits.
• Run and share regular operational system reports with management.
• Oversee and determine timeframes for major IT projects with the allocated Project Manager, including system updates, upgrades, migrations, and outages. Collaborate with the customer departments to understand their technology requirements and provide solutions.
• Monitor and respond to security incidents and breaches. Receive and resolve escalations for issues.
• Identify problematic areas and implement strategic solutions in time.
• Manage relationships with customer vendors.

Leadership:

• Obtain full comprehension of SLA’s agreed to with the customer.
• Manage both direct and matrix resources; prepare work schedules and assign specific duties.
• Ensure that new employees are onboarded to projects successfully.
• Ensure that employees are provided with clear expectations in terms of delivery scope and timelines.
• Resolve issues and roadblocks for resources.
• Protect the technical team by implementing engagement frameworks and processes to ensure fair play by customers.
• Monitor, evaluate, recognize, and develop performance by way of structured and frequent feedback sessions linked to role inputs and outputs.
• Provide coaching/or mentoring to employees inside/outside of direct functional area.
• Build morale within the team and ensure individuals are aligned with the company values and culture.

Self-learning:

• Understand the technical product functionality, use cases and business value delivered of each product to successfully drive customer solutions.
• Ensure full understanding of customer’s business workflow, organization structures and objectives.
• Completion of relevant technical certifications and updates.
• Ensure successful transference of skills and knowledge learnt through technical certifications and updates to the workplace.
• Demonstrate organizational alertness: understanding how this profile relates with other jobs, company structure, policies and procedures and processes to contribute meaningfully to the role in its entirety.
• Active personal development by means of continuous learning (formal and informal): identify development areas and actively create and take advantage of all available learning opportunities.

Whilst a completed Bachelor’s degree with a major in Information Technology, Computer Science or a related field is preferred, your solid work experience in IT operations management and problem-solving will best set you up for this role.

The ideal candidate has:

• Relevant technical certifications e.g. A+, N+, MCSE, AWS, CISSP etc.
• 7 + years’ experience in an IT Operations Manager role, with a proven track record of success.
• Strong technical knowledge across various IT domains, including network infrastructure, systems administration, and security
• Experience with system installation, configuration and analysis
• Thorough knowledge of cloud computing
• Experience with support of Windows Operating Systems, SQL Server and Active Directory
• Microsoft 365 Platform, including Azure, Exchange, SharePoint, OneDrive and Office
• VmWare, Azure and AWS Server Virtualization
• Enterprise Backup
• Replication and Business Continuity and Disaster recover mitigation and response
• Strong understanding of project management principles and practices
• Strong understanding of Helpdesk and Customer Relations Support systems
  • Data Security and Cyber Security basics

• In the context of Altron Security, long-term engagements are defined as:
  • MSS / BAU / Staff augmentation / OPS Support / SLA contracts that incorporate repetitive
    activities, including but not limited to support & maintenance tasks.

• Ensure customer satisfaction
  • Ensure all tasks are performed according to the agreed and contracted scope of work and level of
    service.
  • Demonstrate the value that has been added to the customers’ strategic goals through consolidated SLA
    reporting and regular meetings.
  • Report on:
    • Performance against contracted items,
    • Concerns, issues, deficiencies, recommended next steps and actions,
    • Time spent / progress,
    • Support and incident response times,
    • Uptime / availability,
    • Checks / monitoring performed,
    • Onboarding performance such as areas engaged, customer adoption status and satisfaction,
    • Project performance, where this overlaps with long-term engagements, as provided by the PMO, and
    • Value realization.

• Act as an incident handler
  • Where required, discuss and arrange for re-allocation of resources with the Line Manager in order to
    mobilise the team.
  • Communicate internally to the BDM, management, and technical delivery teams.
  • Communicate externally to the customer regarding the incident, status, progress, plans and resolution,
  • Manage the implementation of measures to prevent reoccurrence of incident.
  • Facilitate the creation of incident reports and root cause analyses.

• Resource coordination
  • Provide timely requests for the correct technical resources to be allocated by the delivery team and
    provide input to resolving any scheduling / allocation concerns at resource allocation meetings.
  • Facilitate the on-boarding of resources onto the engagement, ensuring that everyone has what they
    need to start executing.
  • Identify resource performance, attitude and motivation issues and raise it with the relevant line manager.

• Oversee the delivery of work
  • Resolve issues and roadblocks for resources.
  • Ensure resources are provided with clear expectations in terms of delivery scope and timelines.
  • Protect the technical team by implementing engagement frameworks and processes to ensure fair play by customers.
  • Manage customers and vendors to deliver items on time, if required,
  • Protect the scope of the engagement by managing all requests for, or delivery of tasks.
  • Facilitate behaviour / usage change management with the customer through awareness sessions, training, documents monitoring and coaching.
  • Manage infrastructure changes through the Change Control and Advisory Board process (own and
    customer).
  • Serve as an interlock to the sales team to ensure that billing is triggered correctly according to the agreed
    customer terms.

• Monitoring and guidance
  • Anticipate and identify potential issues in value realization or service delivery within allocated accounts and collaborate with the appropriate internal stakeholder to resolve or prevent these issues, following the correct escalation processes if the issue is deemed to be critical.
  • Pick up on dissatisfaction from the customer or deviations in the strategic focus / direction of the customer and actively work with the customer to ensure we are aligned with their strategy and performing according to their expectations and contract.
  • Monitor and assist with ongoing adoption challenges through communication plans, change
    management activities, document creation and process implementation.
  • Where required, assist / facilitate assistance to customer to perform their own tasks by:
    • Ensuring the required training / operational documents exist,
    • Setting up checklists for customers, and
    • Setting up skills matrix and recommending upskill plan for customer resources.

• Identify opportunities
  •  Identify opportunities for cross-selling or on-selling and highlight these to BDM.
  • Work with the BDM to clearly understand the customer sales account plan.
  • Trigger renewals of long-term agreements with the relevant BDM to ensure that this is attended to in a
    timely manner.
  • Build solid relationships with new and existing customers to create a demand for our services and
    products.
  • Work with the Practice Lead or Head of the relevant delivery team to provide input to the creation of
    strategic technology roadmaps for customers, ensuring this is in place for all assigned customers and
    guiding the customers’ efforts towards overall achievement of this.

• Additional responsibilities
  • Understand the technical product functionality, use cases and business value delivered of each product
    to successfully drive customer solutions.
  • Ensure full understanding of customer’s business workflow, organization structures and objectives.
  • Work as a team with the Business Development Managers, Practice Leads, Technical leads and delivery teams and Project Managers for the good of the customer and the organisation.

• Education
  • A business management tertiary qualification will prove to be advantageous.
  • A Project Management qualification or certification.
  • Advanced training in strategic customer management will be preferred.

• Experience
  • Minimum of 3 years’ programme management experience gained in an ICT environment comprising multiple, complex solutions and services that are sold and delivered to enterprise companies.
  • Experience must include liaising with Executive-level customers, involvement in pricing/contract discussions and negotiations, implementation of viable engagement frameworks and processes, and overseeing the effort of delivery teams.
  • Exposure to managing international customers will be preferred.

• Skills
  • Proven ability to develop customer account plans that describe how value will be achieved/demonstrated over a medium to long period.
  • Strong commercial acumen.
  • Superior negotiation, conflict resolution, and persuasion skills.
  • Strong communication skills (written, presentation, and verbal) and resilience.
  • Advanced presentation and report-writing skills.
  • Ability to work methodically through multitasking efforts.

• Other
  • Own reliable transport.
  • Environment and equipment required to support flexible working arrangements.

Please note that a business management tertiary qualification, Project Management qualification or certification, and advanced training in strategic customer management are advantageous.