It Operations Manager

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 positionPractical and theoretical knowledge IT Systems, Services and InfrastructureGeneral management knowledge and skillsProven 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 ManagementDirecting 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 MonitoringEnsure 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 SupportAssess 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.IT Third Party ManagementIT Third Party Management and oversight.Ensure adherence to agreed Third Party service level agreements (SLAs).IT Capacity Planning and System ImprovementCapacity 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 ReportingProgress, 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 VisionEstablishes 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 DirectionDevelops 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 ResultsConstantly 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 StrategicallyIdentifies 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 ProblemsProactively 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 DecisionsMakes 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.PlanEstablishes 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.EmpowerMentors 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 PerformanceFollows 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 PressureHandles 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.Generate unique alternatives, options or solutions to problems.Manage ChangeManages 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.InfluencePersuades, 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.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.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.CommunicateAssesses 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.
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