Head of IT and Infrastructure

• Provide a strategy to support the operations of the company through optimisation of technologies within a BPO environment.
• Communicate with key stakeholders regarding technology solutions to ensure synergy with the overall strategic direction of the business.
• Ensure that operations can operate effectively and efficiently to achieve strategy.
• Manage Business as usual / day to day IT support team across multiple locations as well as managing all external 3rd party vendors, support agreements, SLA's, outages, upgrades/downgrades etc for both IT as well as Infrastructure.
• Manage IT Service desk tickets, effectiveness, escalations and ensuring the team is actively engaged and resolving IT support requests, incidents, and changes.
• Keep abreast of new technologies, ensuring that the company utilizes the right technologies. Finding technology platforms that can improve on end user and customer experience.
• Handle technology migrations.
• Effectively utilise tools for monitoring and troubleshooting IT systems
• Manage Omni-channel platforms with SMS, Email, WhatsApp, webchat, chatbots, social media interactions, case management etc.
• Support new business initiatives through the provision of expert advice on project capacitation and set up.
• Develop, drive, and deliver on all infrastructure plans.
• Oversee and implement project set ups.
• Ensure that infrastructure can deliver on SLA requirements.
• Make recommendations on the maintenance/improvement of BPO centre's technologies.
• Proactively seek ways to improve systems, processes, services, communication, and performance of the IT Support Services function
• Enforce multiple restoration duties i.e. windows operating system, operational data, files, programs, and applications.
• Asses the suitability and effectiveness of software and hardware supplies and provide reports to key stakeholders.
• Implement a DRP solution and ensure the updates are tested accordingly.
• Manage interface with the company's external IT outsourced provider to ensure effective support of operations.
• Ensure the provision of technical assistance to support 24-hour 365-day operation.
• Meet deadlines on all project requirements contributing to the wholistic objectives of the business.
• Manage relationship with all relevant stakeholders.
• Ensure stability of servers, firewalls, connectivity, and security.
• Build a solid Networking strategy for LAN and WAN as per SLA with BPO Management.
• Improve the telephone system functionality (VOIP).
• Management of IT infrastructure support and facilities resources, ensuring effective and responsive helpdesk and support solutions.
• Responsible for Hardware and Software upgrades.
• Ensure Business Continuity plan is in place.
• Own the disaster recovery plan and protocols.
• Oversee facilities ensuring seamless maintenance operations.
• Ensure that contractors deliver work to meet timeframes and quality requirements, addressing and ensuring the correction of under-performance issues.
• Oversee and follow up on all technical maintenance for installations (Generators/UPS/AC/heating/ electrical installations etc.)
• Establish service level agreements for contractors and ensure compliance.
• Assess, determine, and undertake steps to prevent failure of building fabric and infrastructure.
• Space evaluation and planning, updating of floor plans for projects.
• Project Management of builds liaising with operations, clients, and landlord etc.
• Communication, documentation, and project management of group initiatives.
• Disaster Recovery setup, documentation, planning and testing for the group.
• Research ways to improve systems and services across the group (ERP, CRM, networking, telephones)
• Formulate and document policies and procedures where required.
• Manage IT and Infrastructure Budgets

• 5 years + IT Management experience in the BPO sector
• Experience working with MS Office 365, Ms Teams, Active Directory, group policies, DHCP, DNS, experience configuring VLAN's on Cisco and HP switches, Microsoft Servers, SQL Server, SAP, VIP etc essential.
• CISM (Certified Information Security Management course) a strong preference
• MCSE, CCNA, NSE from Fortinet
• Experience with Firewalls ie, Fortinet's FortiGate as preference.
• Ability to Manage a Team
• Project Management course a strong preference

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