Technical Operations Manager (Ref: METOM)

Position in the Information Technology sector in Durban/JHB - Kwa- Zulu Natal
Posted On Wednesday 8 April 2020
Job Description:

A company is seeking a Technical Operations Manager to be based in JHB or Durban. The successful incumbent will be responsible for the day-to-day management of the Company global infrastructure and the deployment of network, security, cloud and voice services over that infrastructure.

Manage the engineering team, supervising their work to ensure that it is of highest standard and that they meet the agreed KPI’s and Objectives that have been set for them


Please email applications to



Main job function


Responsible for provision of new network, security, voice and other technical services:


- As required, manage and participate in technical engagements with customers to provide advice and support


- Ensure that new service solutions are subjected to technical review within agreed timeframes, and where appropriate, are authorized


- Manage team resources to ensure approved new services are provisioned in a timely, secure and consistent manner


- Engage with the broader technical services / solutions team on the development of new products, as required


• Responsible for the ongoing enhancement of Company services and infrastructure including:


- Ensuring that appropriate tools, documentation and resources are in place to resolve any problems and outages


- Delivery of support and escalation services complies to agreed, documented processes


- Support is delivered to an agreed level of performance in terms of key metrics such as first response time and incident resolution


- Provide ongoing proactive recommendations to improve support processes and delivery


- Manage and provide reporting on all key metrics related to support deliverables


- Provide management escalation point for resolution of operational issues


- Management of engineering and support teams including selecting, training, assigning and evaluating work, reviewing performance and corrective action


- Overseeing effective monitoring and response to hardware, software, and service faults


- Ensure alignment of risk management processes, procedures and tools to group policy and regulatory requirements


• Responsible for the day-to-day management of the underlying technical infrastructure ensuring consistent, secure and resilient delivery of services


- Planning, organization, and direction for the engineering and support teams to ensure the stable operation of technical infrastructure


- Responsibility for the scheduling and implementation of activities to resolve hardware and software problems or to implement proactive maintenance activity in a timely and accurate fashion


- Manage and provide reporting on all key metrics related to engineering deliverables


- As required, ensure that the business has in place the necessary tools and relationships to engage with vendors and partners, and provide reporting and performance metrics to assist the business in ongoing management of vendors


- Proactively provide constructive critical analysis and recommendations for technical and departmental development


- Provide advice and guidance on core network and other engineering designs


Coordinate with 3rd party and internal stakeholders to ensure the success of critical network deployments


- Evaluate and recommend services and technology solutions to support company’s business goals


- Ensure that changes to the infrastructure are completed in compliance with relevant procedures to assure the security and reliability of the network


- Participate in network planning meetings relating to capacity, design and development of network


- Ensure that there all infrastructure deployed integrates into the company’s standard monitoring, management and backup services aligned to industry standards


- Monitor infrastructure resource utilization, trending, and capacity planning


• On-going Reporting and Monitoring


- Work with the broader Technical Services department to continually improve and develop reporting and analysis of network metrics


- Provide reporting on infrastructure and customer services as required by the business


• Knowledge Management


- Provide subject-matter expertise as required to assist in business development and opportunities


- Provide recommendations for additional training to enhance the value of the engineering team


- Work with other departments to develop operational knowledge and capability


- Ensure that documentation for all network-related procedures, solutions and architectures is produced


• Staff Management


- Work with the senior technical executives to set the strategy and goals for the technical services department aligned to the company’s overall business goals.


- Manage the team, supervising their work to ensure that it is of highest standard and that they meet agreed KPIs and for business on an ongoing basis


Relevant Industry Degree and/or Certifications preferred i.e. CCIE


10+ Years of hands-on engineering experience in a service provider environment


Good technical understanding of security, cloud and network infrastructure


Hands-on experience with monitoring, network diagnostic and network analytics tools


Drive effective change with fast moving and leading global solutions










A Consultant will be in touch if you are shortlisted for the position.  Please consider your application unsuccessful should you not have been contacted within 2 weeks.  We will keep your CV on our database and contact you should you match the criteria of any other vacancies.

Please contact Melanie Els -