SUMMARY:
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POSITION INFO:
Red Ember Recruitment is seeking to appoint an experienced IT Infrastructure Manager based at our client’s Plattekloof office.
The IT Infrastructure Manager will be responsible for the design, stability, security, and continuous improvement of the IT infrastructure supporting the Restaurant Support Centre. This role is critical to ensuring the high availability and performance of systems essential to QSR operations, including restaurant networks, POS connectivity, voice systems, cloud services, and end-user computing. The successful incumbent will lead infrastructure support functions, oversee service delivery, and ensure that technology effectively enables business continuity, operational efficiency.
Infrastructure Management &Availability
- Design, implement, and maintain robust IT infrastructure for restaurants and the Restaurant Support Centre (RSC),ensuring minimal downtime in a QSR trading environment.
- Manage LAN, WAN, Wi‑Fi, VOIP, and cloud infrastructure to support restaurant operations, head office users, and remote connectivity.
- Ensure 24/7 operational readiness for store systems where required, including POS systems, back‑office systems, and connectivity plan, coordinate, and execute infrastructure upgrades and maintenance activities with minimal disruption to restaurant trading hours.
Network, Security & Compliance
- Ensure network security, data privacy, and system integrity across all restaurant locations and the RSC.
- Manage and maintain firewalls, web application firewalls, and security policies (e.g. FortiGate firewall environments)
- Oversee the Microsoft 365 security stack, including Exchange Online Protection (EOP), Defender/ATP, and identity protection measures.
- Administer Azure Active Directory, including access controls, conditional access policies, and identity lifecycle management.
- Ensure compliance with internal IT standards, security policies, and relevant data protection and information security regulations.
End‑User & Store Technology Support
- Oversee technical support delivery to restaurants and RSC users, both remotely and on-site where required.
- Act as an escalation point for complex infrastructure, network, and system‑related incidents.
- Ensure consistent store technology standards are maintained, including hardware, printers, scanners, and wireless access points.
- Support the roll-out of new restaurant openings, refurbishments, relocations, and closures from an IT infrastructure perspective.
Cloud, Device & Application Management:
- Manage Microsoft Intune for device compliance, configuration management, and endpoint security
- Oversee SharePoint and OneDrive for Business environments to support collaboration, document management, and data governance
- Ensure reliable integration between cloud platforms and on‑premise or store‑based systems.
- Maintain accurate and up‑to‑date system documentation, network diagrams, configuration records, and asset information.
Team Leadership & Vendor Management
- Lead, coach, and manage IT Support Officer(s) to ensure high levels of service delivery and technical capability.
- Allocate work, monitor performance, and support skills development within the IT support team.
- Manage relationships with third‑party vendors, ISPs, VOIP providers, and hardware suppliers.
- Identify infrastructure risks, equipment shortages, and manage procurement processes in line with business requirements.
Planning, Reporting &Continuous Improvement
- Maintain accurate records of incidents, service requests, system changes, assets, and maintenance schedules.
- Contribute to IT strategy development, budgeting, and infrastructure roadmaps.
- Pro-actively identify opportunities to improve system performance, reliability, security, and cost efficiency.
- Provide regular reporting on infrastructure health, risks, incidents, and service level performance.
Requirements
- Matric (Grade 12) – essential.
- IT Diploma / Degree or equivalent professional qualification.
- 3–5 years’ experience in an IT Infrastructure, Systems, or Network Support role.
- Proven experience supporting multi-site environments (retail or QSR environment will be advantageous)
- Strong working knowledge of network infrastructure, including LAN, WAN, Wi‑Fi and VOIP.
- Experience with Microsoft 365 administration, including:
- Azure Active Directory.
- Exchange Online Protection (EOP) / Defender.
- SharePoint and OneDrive for Business.
- Intune device management experience.
- Experience with firewalls and network security (FortiGate and Web Application Firewalls advantageous)
- Experience managing wireless networks (e.g. Ubiquiti Access Points)
- Solid troubleshooting skills across hardware, software, and network environments.
- Ability to work under pressure in a business‑critical operational environment.
- Core Competencies:
- Demonstrates strong capability in managing networks, servers, cloud platforms, security, and end‑user environments to ensure system availability and performance.
- Analyses complex technical issues, identifies root causes, and implements effective, sustainable solutions in a time‑critical environment.
- Applies best practices to maintain network integrity, data security, and compliance across all systems and locations.
- Ensures consistent, reliable IT support to stores and head office, prioritising business continuity and minimal operational disruption.
- Plans, coordinates, and executes system upgrades and infrastructure changes with minimal risk to live operations.
- Effectively manages third‑party service providers, vendors, and internal stakeholders to meet service level expectations.
- Guides, supports, and develops direct reports to build technical capability and service excellence.
- General Competencies:
- Sound decision‑making and problem‑solving ability.
- Clear verbal and written communication skills.
- Strong customer and service orientation.
- High attention to detail and accuracy.
- Effective planning, organising, and prioritisation.
- Ability to work under pressure in a fast‑paced environment.
- Accountability, reliability, and ownership of tasks.
- Adaptability and willingness to learn.
