Operations Lead

SUMMARY:
Psybergate is an IT company that builds bespoke software solutions and provides highly skilled resources to its clients.
We are looking for a Operations Lead to join our financial services client based in JHB North (Midrand).

POSITION INFO:
What you will be doing: 

• Handle all day-to-day issues that arise at the site and escalate to service providers or Intellergy support employees, where appropriate.
• Identify problematic areas and implement strategic solutions on time i.e. at a particular site the television is not working.
• Analyse business requirements set out by the customer and to develop solutions that meets the client’s needs (i.e Hardware and software).
• Create workshops and training programmes for internal onboarding and external (new software systems and/or enhancements.
• Ensure that the hardware assets are appropriately managed by keeping of records of asset per site and ensure that all assets are signed for by the site supervisor.
• Manage the procurement process together with the accountant by completing the expense requisition and the Operations Motivation form.
• Ensure that the ticketing solution is working correctly by checking ticket numbers are issued correctly as per the service request by the customer.
• Ensure that the payments solution per service is completed successfully.
• Manage ticket allocation, support escalations and ensure timeous resolution of incidents as stipulated in the Service Level Agreement (SLA’s).
• Set SLA’s with the customer and ensure turnaround times are within agreed SLA’s.
• Conduct regular feedback sessions with the customer on incidents raised to ensure that the customer is satisfied with the resolution and turnaround time.
• Provide the Field Officer with a checklist to ensure that the hardware of the ticketing, queuing and payments solutions is working.
• Monitor performance of information technology systems to determine cost and productivity levels and make recommendations for improving the IT infrastructure.
• Organise and establish deadlines for major site projects such system updates, migrations, upgrades, and outage.
• Site-Specific Folders: A dedicated folder for each site.
• Asset Management: Ensure that each site has an Asset Register in its folder.
• Financial Documentation: In collaboration with the Accountant, create folders for Expense Requisitions and Asset Motivation Requests for each site.
• Training Documentation: Create a training Folder per site to store training materials, along with training sign-off sheets.
• Contractor Documentation: Establish a contractor folder for each site to store invoices and contracts.
• Train staff how to efficiently navigate through the payments, ticketing and queuing system.
• Develop comprehensive user manuals or quick start guides that detail how to use the system
• Create a set of frequently asked questions (FAQs) and troubleshooting guides to address common challenges staff may face while using the system.
• Provide and schedule regular refresher courses to reinforce system knowledge, particularly after system upgrades or changes to the system processes.
• Obtain 3 (Three) quotations for each asset purchase. Take into consideration warranty period and return policy.
• Provide the Accountant with asset info i.e Description and Serial Number for insurance.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 5 - 10 years extensive hands-on experience in managing operations, including overseeing IT infrastructure, network management, and systems administration.
• Multiple Stakeholder Management experience
• Managing and rolling out of multiple sites
• Managing staff/teams
• Track record in strategic and operational hands-on management.
• Strong understanding of Information Technology Infrastructure Library (ITIL) foundation and Control Objectives for Information and Related Technologies (COBIT) frameworks.