The key purpose of the job is to collaborate in the development and communication of technical solutions and process-based strategies as well as ensuring new services are designed to deliver the level of availability required by the business and validate the final service design to meet functional and operation needs of the business to ensure excellent service delivery.
To be successful in this role, you should have excellent organizational, design, and communication skills with hands-on experience with various MPLS, SD-WAN, Firewalls, Network Management, Network Security, Network Backups, DNS and VoIP. Ultimately, you will ensure that all aspects of our customer expectations are met. The incumbent will also represent the Incident Manager/ Major Incident Manager role in partnership with the SDM (Service Delivery Manager) team, for any Incidents that fall within EUC (End User Computing).
Key Responsibilities
Technical Productization and Vender Management (Innovation, Growth, Client Experience)
- Design, control, and manage the technical infrastructure & process and operational integrity of technological services provided by Reflex. Investigate and approve all new product offerings within the approved product lifecycle standards. This is done as part of a collaborative team in alignment towards the products created by the CTO and Commercial Product manager.
- Assess and facilitate application of firmware, software, and hardware solutions to meet the technical requirements of the product/service provided both internally and to clients.
- Architect the best practice configuration, and document the various diagrams, technical information, implementation steps, standard operational procedures, and templates where necessary.
- Identify ways to create automation, self-service, or removal of human error efficiencies using technology or by design of the architecture within the services offered internally and towards clients.
- Identify and innovate ways to empower the Commercial Product Manager and CTO to add more value to current products or introducing additional new products.
- Engage with various vendors and/or partners to ensure:
- a continual and ongoing relationship is maintained whilst ensuring they meet the requirements of the business or service offerings.
- they are meeting required SLAs.
- to identify new technologies, services or products that work in alignment to the productization life cycle of the business
- Assists in collaboration of the productization team by preparing and implementing the budget for technical operations to achieve set objectives.
- Conduct cost-benefit analysis to determine operational alternatives by means of comparison of alternatives.
- Meet realistic deadlines to implement internal infrastructure projects and communicating progress proactively within the business.
- Accountable to ensure projects related to the Enterprise product offering or in relation to resolving/preventing drastic risk for Reflex Solutions are completed timeously and with the correct level of quality.
- Ensures the provision of technical equipment and materials required for operations, and proactive planning in this regard.
- Set objectives for technical operations as well as implement action plans necessary for achieving set targets Innovation.
- Ensure seamless integration of new infrastructure projects and provide guidance on such implementations.
- Liaise with non-technical staff to ensure infrastructure and service operations run smoothly.
- Investigate and approve all Change implementations ensure compliance to Change Management Process.
- Provides timeous and accurate reporting periodic reports of technical infrastructure risk, compliance, governance, and capacity to EXCO
- Assess the performance of Reflex infrastructure, by means of statistical metrics, to make recommendations that will add value to Reflexs bottom line- ITIL Value creation.
- Identify Risks and Service Improvement opportunities and communicate these to EXCO.
- Facilitate training programs for staff throughout the organization to enhance their skills and improve their job knowledge, in the interest of staff development, growth and succession planning. Understand the approach required to influence and motivate technical resources to deliver technically sound services motivation and mentoring.
- Oversees and coordinates the activities of Technical Operations Managers and Tier 3 technical staff. Provide Tier3/Specialist support and high-level fault and ticket resolution to business and client services when necessary.
- Oversees and enforces the momentum to determine root cause and risk elements of failures while considering alternative courses of action and mitigation.
- Develops processes for the resolution of technical challenges and client complaints closely related to Problem Management. Is a key stake holder and may fill the role of Problem Manager as per ITIL requirements, in partnership with the SDM team.
- Maintain an up-to-date knowledge of relevant technical policies, procedures, SOPs, Knowledgebases, etc.
- Contribute into the development of Internal Strategies, technical and operational.
- Provide guidance on issues pertaining to technical and managerial operations.
- 5 + years of experience working in a product-focused role for a tech product
- BS degree in Computer Science, Information Systems, or Business Administration will be advantageous
- A Technology background, either as a formal degree or with an IT Technical experience
- Routers and switch design and configuration
- MPLS design and configuration
- SD-WAN design and configuration
- Firewall design and configuration
- Network management tools and techniques
- Network Security
- Network Backups
- DNS (Doman Name Service)
- Voice Over IP (VoIP)
- Solid understanding of Technology used in the enterprise business
- Experience in leading and driving execution with cross-functional teams
- Excellent interpersonal skills
- Good problem-solving and communication skills
- Able to work and cope under pressure
- Time management, Budgeting, and Leadership skills.
