Business Unit, Department, Reporting Division Operate Department MCOE Reports To Spec: Infrastructure Monitoring Span of Control 0 Core Description To manage and support customer technical monitoring solutions and provide general networking and technical support on customer system within AI Ops.
Key Deliverables / Primary Functions • 2nd and 3rd Level Operational Support o Primary client ConCom o Shared Services (where required) • Network and Monitoring support – o Cisco Switch and router infrastructure, o Monitoring and reporting tools o Capacity Management Tools • Research and Innovation/Automation • Capacity management & data analysis • License and Lifecycle Audit and Compliance • Succession candidate for Team Lead o Stand-in for Team leader role • Innovation Projects Planning and Implementation Coordination • Primary focus on operational services and automation.
• Support, maintain and manage the technical aspects of a managed operating system solution and ensure contracted service level agreements are met.
Perform proactive activities such as health-checks, documentation updates and performance reporting • Plan, coordinate and implement system changes within client specified change windows.
Liaise with the clients, vendors and other partners to ensure minimal disruption to the client's day-to-day business operations.
• Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner.
• Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork.
• Assist colleagues and contribute to the quality and values.
• Drive a proactive culture to reduce common causes of operational problems.
• Understand the requirements of being part of a 24x7 on-call operation • Operates closely with associated infrastructure service teams to meet SLA's and resolve problems • Execute to the Work Group Services business plan and strategies.
Core Functional Skills & Knowledge Unsupervised, responsible for installation and operational support of Networking Infrastructure and related back-end systems Advanced client consulting capability Solution documentation and drafting skills, including reference designs, baseline documentation and standards Effectively executes all related tasks within the support areas with the focus on SLA management and delivery against these Technical Project planning and implementation Research, design and architecture solutioning capability and skills Advanced capacity management and balancing, rightsizing and demand versus supply management Under general supervision, responsible for installation and operational support of Microsoft based infrastructure and related back-end systems Core Behavioural Competencies 1.
Job Match Rating 2.
Delivering Results 3.
Meeting customer expectations 4.
Decision Making 5.
Handling Pressure 6.
Communication and Impact Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science OR NQF 4: Grade 12 Additional Qualification preferred or advantage Experience 3 years of relevant network and monitoring system experience within a large and highly complex organisation and in network and monitoring systems.
Financial Services/Insurance industry information systems support experience will be an advantage.
Or If the highest qualification is grade 12, 5 years of relevant network and monitoring system experience within a large and highly complex organisation and in network and monitoring systems is required.
Financial Services/Insurance industry information systems support experience will be an advantage.
Certifications Relevant technical certifications in field of speciality (Network and Innovation focus) ITIL 3 or 4 will be advantageous VMWare Microsoft Certified Professional (MCP) or Microsoft Certified Solution Developer (MCSD) Certified in public cloud i.e.
Microsoft Azure or Amazon AWS Professional Memberships in Relevant Industry Level of Engagement & Span of Control Operational/Technical Special Requirements/ Employment Condition Valid Drivers license Workplace/Physical Requirements Billable Full-time Office Based position.