Company Description
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the healthcare needs of corporate and retail clients across South Africa – product offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money, and employee assistance programmes.
Job Description
The IT Department Lead is responsible for overseeing all aspects of our IT infrastructure, ensuring its efficiency, security, and alignment with our business goals. Responsible for driving IT operations and resolution of incidents, problems, changes, security, and quality of associated IT services across the network, servers, cloud, mails, telephony, software systems, and other IT infrastructure. Work with IT operational staff, 3rd party suppliers, specialists, and business departments to investigate, diagnose, and resolve IT-related issues. Responsible for the uptime and quality of IT services. Design and deliver reports to management on all IT-related activities.
Co-ordination, resolution, and reporting of all technical operational tasks (includes access management (including user provisioning, deprovisioning, and password management), incidents, major incidents, problems, change requests, and service requests).
Troubleshoot and resolve issues with telephone lines, IVR, and network issues.
License management (allocation and deallocation of licenses).
User training where applicable.
Testing of lines, network, and system for high availability.
Investigate, diagnose, and resolve tickets and take ownership of all IT-related tickets.
Develop a deep understanding of the various applications and assist in supporting applications for end users.
Perform change management, configuration management of all applications.
Troubleshoot and resolve issues related to applications to ensure high availability of service.
Troubleshoot and resolve VOIP-based telephony issues to ensure high availability of service.
Troubleshoot and resolve server and network-based issues to ensure high availability of service.
Implement and maintain security controls across all systems.
Maintain vendor compliance to Kaelo and respond to customer compliance requests.
Where applicable, work with SMEs in the relevant IT field to ensure resolution of tasks.
Inform management and escalate tasks as necessary.
Perform root cause analysis of complex system problems and provide corrective actions.
Implement IT projects, associated tasks, and work with relevant 3rd party stakeholders.
Monitor system performance and identify opportunities for improvement.
Report on and analyze metrics to evaluate service desk, IT system performance, and recommend improvements.
Maintain and adhere to standard operating procedures for IT-related matters.
Deliver support to internal and external stakeholders on IT-related challenges.
Identification, evaluation, and implementation of new systems to improve IT service offered to internal and external stakeholders.
Mitigate IT risks as identified.
Qualifications
BSc in Information Technology/Computer Science or similar tertiary education in the IT field
Knowledge/Experience:
Minimum 5 years experience in end user support
Minimum 5 years in a similar role with hands-on experience in server and network support
Strong understanding of IT infrastructure, including networks, servers, and applications
In-depth knowledge of IT security best practices and compliance requirements.
Experience in cloud technology advantageous
ITIL knowledge
Additional Information
Personal Attributes
Excellent problem-solving skills backed by solid technical knowledge.
Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Excellent organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
A versatile and service-oriented mind-set.
Good communication skills.
Understands the importance of documentation.
Open to learn, but also willing to teach.
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