IT Manager

Job description / Role

Employment: Full Time

Goal of this role

The goal is to manage and maintain company’s infrastructure operations, network and information systems to ensure 24x7 availability, reliability and high performance for seamless and productive working environment.

• Ensuring that our company is using the most up-to-date technology to run our businesses.
• Ensuring that the hardware and software used by our company is compatible, secure, and scalable.
• Responsible for managing our internal network and providing support for our staff.

Supervision

This role reports directly to the Director of Operations supervises directly IT Lead, IT Network Engineer and other IT support staff.

Major Responsibilities

Organising and overseeing the daily IT operations of the company that include:

• Infrastructure: In this role, you will be responsible for deploying, securing and hardening company’s infrastructure including but not limited to systems, networks, SaaS/PaaS integrations, and IoT devices. The IT Manager will work closely with product and engineering teams to ensure the security of our infrastructure. You will participate in security reviews of our infrastructure, help with research, and test new technologies such as AI, IoT and help the team to migrate to an Agile/DevOps mindset and way of working.
• Security & Compliance: Act as the leader to manage, direct and review complex internal and external IT audit and special assignments (ISO 27000, Industry Certifications in accordance with our Information Security Policies and annual audit plan with a focus on applications), technology infrastructure (such as networks, databases, platforms), and IT processes (such as security, business continuity, change management, asset and service management).

• IT security policy management, review and revision across the infrastructure stack (endpoints, servers, cloud, network, firewalls).
• Ensuring all systems and networks are being monitored and logged for security discrepancies.
• Working with Clients and internal requirements for IT Audit & Certification (ISO27001 / TISAX).
• Mitigating open audit items on time - creating and maintaining audit and review processes for security, such as firewall and VPN policies to certify our technology to ensure all devices are within standard and compliance.
• Patching and vulnerability management of IT Infrastructure including Network appliances.
• Participating in the implementation of information security plans related to our company and its stakeholders.
• Ensuring daily and monthly onsite and offsite backups and carried out the integrity tests regularly.
• Designing and managing disaster recovery/business continuity of key services.
• Ensuring the security and integrity of our Client integration environments.
• Managing our networking environments (WAN, LAN, Firewalls, Internet Connectivity).
• Supporting business and other users by troubleshooting issues and by providing IT support.
• Managing IT ticketing system and resolving assigned tickets as per the SLAs.
• Keeping IT inventory updated and identifying any gaps in IT.
• Maintaining endpoint security baseline standards and policies, updating IT policies.
• Designing, implementing and troubleshooting IT infrastructure Solutions (servers, storage and backup).
• Collaborating with all parties to provide OS/System hardening guidelines.
• Setting IT budget. Planning, managing and optimizing IT expenditure.
• Managing and executing projects related to hardware and operating system upgrades.
• Documenting project implementation and project completion.
• Implementing, managing and troubleshooting high availability/failover cluster.
• Network administration, configuration, troubleshooting and management.
• VLANs, VTP, Network Load balancing and Stack MLT/LACP administration.
• IP-Camera, NVR, IP-Telephony (Polycom) & IVR configuration and management.
• Firewall configuration and security management (IPS/IDS, SSL inspection, web security filter).
• Deployment and management of Windows Server Update Services (WSUS).
• System Administration, DNS, DHCP, Domain Controller, Active Directory.
• Wireless (Wi-Fi) Configuration, management & administration.
• Configuration, troubleshooting & maintenance of VPN, FTPS Server.
• Managing our call centre solution and critical telephony solutions.
• Ensuring the systems are up and running all the time and have limited downtime.
• Evaluating, foreseeing and planning scalability with business expansion.
• Training users about safe usage of the IT infrastructure.

Requirements:

Key Technologies

Genesys, M365, Azure, GCP, Hyper-V, Veeam, Commvault Metallic, TrendMicro, Cisco, FortiGate, PRTG, Linux, SharePoint, Microsoft SQL, MySQL, REST API.

• Experience in leading complex projects in the transformation to Cloud, building an adaptive ITSM, executing security strategy with compliance requirements like ISO27001, TISAX and PCI DSS, and building and executing the organisation’s analytics strategy.
• Experience leading and managing IT projects and rolling out IT infrastructures across various technologies.
• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems as well as computer telephony.
• Strong critical thinking and decision-making skills.
• Excellent project management skills and strong ability to prioritise.
• A firm grasp of IT infrastructure and operations best practices.
• Managing technology initiatives to deliver their business values with an eye on the TCO and another on the technology
• Managing call centre management solution that includes but are not limited to IVR, Call Manager, Limited Call Centre SLA Management and Basic Call Centre Analytics
• Managing end-user workplace requirements: Windows, macOS, Mobile Devices, Printers, and Interactive Communication.

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Information Technology managerial Role for 5 years.

• Hands-on experience: Microsoft Azure, AD Connect, Microsoft 365, DLP, MDM, SharePoint, OneDrive, and Conditional Access Policies.
• Infrastructure Services: Datacenter build, management, Virtualisation (Hyper-V / VMware).
• Security Services: SOC, NOC, DLP, AV, IPS, IDS, SIEM, access control system.
• Advanced Call Centre Management: Call Centre CRM, Call Centre SLA Management, Advanced Call Centre Analytics.
• Opensource Technology: Linux, Containers, Kubernetes.
• Modern SLDC (Deployment and management of Microservices, APIs, DevOps, NoSQL).
• Compliance: Identity and Rights Management, Risk Management and Data Protection.

About the Company

We are the region’s leading provider of innovative motorist support solutions that contribute to positive vehicle ownership experiences.

Our services help to create unforgettable customer experiences which in turn forge strong connections and relationships between ‘Consumer’ and ‘Brand’.

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