Network Infrastructure & Operations Team Lead (Mid level)

Network Infrastructure & Operations Team Leader (Mid-Tier)
Onsite – Umhlanga

R32 000 – R35 000 per month

Drivers License & own vehicle essential

We're looking for an experienced Network Infrastructure & Operations Team Leader to guide and support our Operations team, providing technical leadership across network, security, and voice infrastructure while delivering excellent customer service.

Responsibilities:

Team Leadership

• Provide technical support in managing key operational systems such as service desk and monitoring systems.
• Assist Operations Manager in managing ad hoc requests for operational technical resources and support and management of technical resource allocation.
• Provide operational support for customers, resolving incidents, problem management, managing service requests, and actively monitoring infrastructure services.
• Provide technical assistance and guidance to Level 1 & 2 Operations Engineers to ensure continuous upskill and knowledge sharing.
• As required, assist with customer and vendor engagement including service reviews and vendor escalations.
• Work with the broader team, to provide reporting for key metrics related to operational performance.
• Assist with induction of new staff during the probationary period.
• Provide insight and feedback to the Operations Manager to assist in the conduct of staff quarterly reviews.
• As required, work with the Operations Manager to participate in the assessment and review of probationary staff reviews.
• As required, participate in interview process for new operations staff.
• Deputising for Operation Manager during times of absence.

 

Infrastructure Support

• Using appropriate tools and resources to troubleshoot IT infrastructure problems and outages.
• Work with customers and staff for problem resolution.
• Engage with vendors as necessary to resolve network, security, system and voice faults and performance issues.
• Build relationships with all stakeholders internal and external.
• Participate in support and on-call schedules and rotas as required.
• Provide technical escalation support for operational issues.
• Provide technical assistance and customer engagement in the management and resolution of critical incidents to ensure early restoration of service through technical resolution.
• Provide technical assistance and customer engagement in the management and resolution of tickets raised by key customer accounts.

 

Infrastructure Engineering

 

• Perform maintenance and system upgrades for company network, security, systems and voice infrastructure.
• Configuration of network, security and voice equipment and systems.
• Work within established configuration and change management policies to ensure success of network changes.
• Assist in the installation of equipment and provisioning of new services as required.
• Participate in departmental meetings, training sessions and company activities as required.
• Use appropriate configurations, tools and follow relevant procedures to assure the security of the infrastructure.
• Work closely with broader team to provide support for core and customer engineering projects.
• Proactively highlight and escalate any observed vulnerabilities within the companies infrastructure.
• Participate in the installation, configuration, maintenance and ongoing management of network, security, hosting and voice equipment as required.