South Africa

IT Operations Manager

Company Eskom Pension and Provident Fund
Reference # ITO001
Published 18/02/2020
Contract Type Contract
36 Months
Salary Market Related
Location Bryanston, Gauteng, South Africa
Oversees and directs the day-to-day activities of THE Fund’s information technology (IT) department, ensuring that systems, services, and infrastructure work reliably and securely.

Job Functions Information Technology
Industries Financial Services

•Determine infrastructure and application support standards and procedures, and monitor the implementation of procedures.

•Oversee the execution of 1st and 2nd line ICT support in line with standards and procedures.

•Develop plans for infrastructure maintenance and management, aligned to the IT strategy, ensuring the overall health and integrity of the infrastructure and application landscape.

•Determine priorities, develop business cases, and plan for infrastructure and application maintenance and upgrades.

•Investigate new releases of hardware and software in network domain and determine the impact thereof.

•Analyse incident trends and determine root causes of problems, focusing on a reduction in frequency of incidents.

•Drive IT’s technical direction, road map, architecture and strategic decisions across all technologies and applications in the area.


•Update and/or develop ICT security and network policies and ensure implementation, including user ID setup, passwords and access issues.

•Develop and implement a disaster recovery plan and continuously test the reliability and preparedness thereof.

•Oversee activities aimed at ensuring network integrity, including backups, anti-virus, patch deployment and email size integrity.

•Ensure that IT support activities are executed in a manner that reflects security and network policies.

•Identify areas of risk around access & authorisations, and implement corrective action.

•Where necessary, approve access & authorisation requests.

•Identify non-compliance to security and network policies and address as appropriate (escalate only where necessary.


•Ensure on-going maintenance of entire infrastructure environment (including servers).

•Coordinate periodic IT asset refreshes and rotations (where applicable) for all IT assets.

•Guarantee the accuracy of the IT Asset Register and monitor adherence to IT Asset policies.

•Ensure that infrastructure support is executed with due consideration for the lifetime of assets and the IT asset policies.

•Plan changes and maintenance and keep a register of age and state of hardware.

•Review requests to purchase and install ‘off-the shelf’ hardware and software, and make recommendations to Head of IT.

•Lead the acquisition of hardware and software.


•Oversee the process whereby IT support calls are fielded, categorised, and allocated for resolution.

•Manage the provision of 1st line infrastructure and applications support to the EPPF.

•Oversee the delivery of 2nd line support by external IT vendors, ensuring that customers receive a seamless service.

•Resolve escalations and urgent issues with service providers where necessary.

•Build and manage relationships with Service providers Review ICT service provider performance and implement actions to improve performance.

•Review service delivery results and trends against the agreed SLA’s, and drive initiatives to improve service delivery.

•Disaster recovery and management


•Collaboratively manage and monitor supplier, service provider, outsourcer, and/or contractor performance to ensure quality of service.

•Provide periodic oversight and execution of vendor assessment and requalification.

•Leverage continuous improvement initiatives to create additional value over and above the contract requirements.

•Maintain supplier contracts and ensure adherence to contractual agreements.

•Conduct SLA review meetings with suppliers to ensure adherence to identified SLAs and delivery.


•Select, assign, lead and manage people.

•Train, mentor and coach subordinates based on development needs identified.

•Set and agree performance areas with subordinates and manage employee performance in accordance with HR policy and procedure.

•Maintain employee relations.

•Delegate work to subordinates in order to maximise productivity.

•Manage staff resources and productivity, minimising absenteeism.

•Discipline staff in accordance with organisational codes and procedures so that improvement is shown.

•Facilitate communication through appropriate structures and systems.


•Forecast annual capital and operational expenses, for the section, in line with corporate policy.

•Manage costs against approved budget, providing meaningful variance analysis reports.

•Investigate methods to contain / reduce costs.


•Ensure compliance to procedures and relevant legislation.

•Provide detailed, accurate information for internal and external audit purposes within specified deadlines.

•Action audit issues identified within time frames indicated.

•Implement controls within the section that minimise potential risk to stakeholders.

•Maintain an up to date asset register of all equipment allocated to the section.

•Compile accurate financial statements, reflecting the status of the section.

•Maintain sound relationships with key stakeholders within EPPF.

•Participate in management forums within EPPF, contributing expertise to enable sound decision-making.

•Bachelor’s degree in a related field, such as information technology, computer science, or management information systems.

•MSCE certification advantageous.

•At least 5-6 years’ experience in an IT operational role.

•Demonstrated experience in supporting both infrastructure and applications.

•Proven team management experience.

•In-depth knowledge of the current network, technology, telephony infrastructure, application environment and security.

•In-depth knowledge of cloud technologies.

•Management of Contracts and Service Level Agreements.

•Knowledge of developing IT related strategy, business plan and business cases.

•In-depth knowledge of legislation governing IT.

•Commercial knowledge (budgeting, procurement etc.).

•Knowledge of Cobit and /or ITIL.

•Presentation skills .

•Project/programme management.

•Vendor management.

•Excellent knowledge of current protocols and standards, including Active Directory, LDAP, Group Policies, Mail Exchange, Core Switching/Routing, SSL/IPSec, SAN, Virtualization, Business Continuity, Disaster Recovery.

•Hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, modems, network interface cards, firewalls etc.

•Knowledge of software licensing requirements.

•Experience with tender processes.

•Change management.
Job Closing Date 25/02/2020
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Last Updated: 13-2-2020 []
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