Operations Lead

Psybergate is an IT company that builds bespoke software solutions and provides highly skilled resources to its clients.

We are looking for a Operations Lead to join our financial services client based in JHB North (Midrand).

As the Operations Lead, you will be responsible for overseeing the daily operations of our Operations department, ensuring stability, security, and efficiency of our technology infrastructure. You will also oversee various sites that are provincial within Gauteng and based in various urban and rural areas. You will manage the operations, including overseeing system infrastructure, network management, and systems administration. Your role will involve strategic planning, resource management, and the implementation of strategic solutions that align with the company's goals and objectives.

What You Will Be Doing

• Handle all day-to-day issues that arise at the site and escalate to service providers or Intellergy support employees, where appropriate.
• Identify problematic areas and implement strategic solutions on time i.e. at a particular site the television is not working.
• Analyse business requirements set out by the customer and to develop solutions that meets the client's needs (i.e Hardware and software).
• Create workshops and training programmes for internal onboarding and external (new software systems and/or enhancements.
• Ensure that the hardware assets are appropriately managed by keeping of records of asset per site and ensure that all assets are signed for by the site supervisor.
• Manage the procurement process together with the accountant by completing the expense requisition and the Operations Motivation form.
• Ensure that the ticketing solution is working correctly by checking ticket numbers are issued correctly as per the service request by the customer.
• Ensure that the payments solution per service is completed successfully.
• Manage ticket allocation, support escalations and ensure timeous resolution of incidents as stipulated in the Service Level Agreement (SLA's).
• Set SLA's with the customer and ensure turnaround times are within agreed SLA's.
• Conduct regular feedback sessions with the customer on incidents raised to ensure that the customer is satisfied with the resolution and turnaround time.
• Provide the Field Officer with a checklist to ensure that the hardware of the ticketing, queuing and payments solutions is working.
• Monitor performance of information technology systems to determine cost and productivity levels and make recommendations for improving the IT infrastructure.
• Organise and establish deadlines for major site projects such system updates, migrations, upgrades, and outage.
• Site-Specific Folders: A dedicated folder for each site.
• Asset Management: Ensure that each site has an Asset Register in its folder.
• Financial Documentation: In collaboration with the Accountant, create folders for Expense Requisitions and Asset Motivation Requests for each site.
• Training Documentation: Create a training Folder per site to store training materials, along with training sign-off sheets.
• Contractor Documentation: Establish a contractor folder for each site to store invoices and contracts.
• Train staff how to efficiently navigate through the payments, ticketing and queuing system.
• Develop comprehensive user manuals or quick start guides that detail how to use the system
• Create a set of frequently asked questions (FAQs) and troubleshooting guides to address common challenges staff may face while using the system.
• Provide and schedule regular refresher courses to reinforce system knowledge, particularly after system upgrades or changes to the system processes.
• Obtain 3 (Three) quotations for each asset purchase. Take into consideration warranty period and return policy.
• Provide the Accountant with asset info i.e Description and Serial Number for insurance.
  
  

What We Are Looking For

• Bachelor's degree in computer science, Information Technology, or a related field.
• 5 - 10 years extensive hands-on experience in managing operations, including overseeing IT infrastructure, network management, and systems administration.
• Multiple Stakeholder Management experience
• Managing and rolling out of multiple sites
• Managing staff/teams
• Track record in strategic and operational hands-on management.
• Strong understanding of Information Technology Infrastructure Library (ITIL) foundation and Control Objectives for Information and Related Technologies (COBIT) frameworks.
  
  

Please note that if you do not hear from us within 3 weeks, consider your application unsuccessful.

Desired Skills

• operations
• ITIL
• COBIT
• managing operations
• stakeholder management