Ops Manager Technical Support

To oversee and direct technical support for core infrastructure to transform IT and realise the digitalisation journey for our clients. To lead the facilitation of operations architecture and IT continuity management for the technical support team. Support best practices, deadlines, and quality control to provide enterprise-level support to our customers/users.

• Manage the administration and maintenance of the environment, in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Manage the identification and mitigation of operational risk within Infrastructure.
• Collaborate between and within BCX Divisions and establish and enhance relationships and networks with partners, customers, and vendors in support of market dominance.
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Motivate and coach subordinates in support of performance excellence, employee engagement, innovation, and transformation.
• Provide input, develop and manage the implementation of processes and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customers.
• Participate in multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget, and service level agreements.
• Interact with customers when escalated to, to provide and process information in response to technical requests about products and services.

• Budget Management
• Interpersonal skills
• Infrastructure Technology

• Job Match
• Applying expertise & Technology
• Leading and supervising
• Deciding & Initiating Action
• Working with people

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• NQF 4:
  Grade 12 National Diploma

• 3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.
• OR
• 5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.

• ITIL Foundation
• Must have a high-level overview of the supported technologies in the client environment

Span of Control: 26

Level of Engagement: Technical Teams, Management, Internal and External Customers

Ability to work extended/long hours as and when required.

Full-time Office Based position.

Billable

BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.