IT Operations Manager

Concentrix Trust & Safety; Durban; On-site; ZAR 50 000 - 90 000; Full time

Job summary

A forward-thinking company seeks an IT Operations Manager to lead end-user support and ensure seamless IT operations. In this pivotal role, you will manage desktop and network systems, ensuring compliance with industry standards while delivering exceptional service. You will collaborate with a talented team to implement innovative solutions, enhancing operational efficiency in a dynamic, 24/7 environment. This is an exciting opportunity to make a significant impact in a remote-first organization dedicated to transforming the future of technology. Join us and be part of a game-changing career!

Benefits

Private Medical Plans

Retirement Savings Plans

Paid Learning Days

Flexible Workplaces

Qualifications

• 9+ years of experience in supporting desktop/laptop hardware and software.
• Knowledge of Windows, Network, Voice, and Enterprise Networks.

Responsibilities

• Manage end-user support across deskside systems including troubleshooting.
• Ensure IT security compliance with PCI, HIPAA guidelines.

Skills

Desktop/Laptop Support

Network Administration

ITIL V3

MCSE

CCNA

Compliance with ISO/IEC standards

Education

Bachelor's Degree

Post Graduate Degree

Tools

Remedy Ticketing System

Job description

Job Title: IT Operations Manager

Were Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents. Our game-changers:

1. Challenge Conventions
2. Deliver outcomes unimagined
3. Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Information Technology and Global Security team

you will deliver the latest technology infrastructure, transformative software solutions, and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement, and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of developing, building, and running the future of CX.

Benefits

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, a great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region. Were a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

Summary

Manager I is responsible for end-user support across our deskside including network, telephony, and application(s) environment. You will ensure maintenance, analysis, troubleshooting, and repair/upgrade of deskside systems, hardware, software, and peripherals with respective platform teams. You will serve as an escalation point to ensure tickets/incidents are resolved according to Service Level Agreements (SLAs). You will also determine priorities, prepare action plans, and be accountable for end-to-end IT operations delivery.

Main Responsibilities

1. Participate in the delivery and execution of the Incident Management process, including validation of Sev1 incidents and troubleshooting.
2. Manage backups, tape inventory, and data restoration requests.
3. Support new transitions on image & desktops readiness.
4. Ensure IT security compliance with PCI, HIPAA guidelines, including deployment of Active Directory group policies.
5. Perform BCP tests, failover tests for firewall, network, servers, and ensure compliance with standards such as COPC, ISO 27001.
6. Provide support for network, server, and voice infrastructure for CNX and client-owned equipment.
7. Conduct SSAE activities, validate desktops, OU policies, and site hardening.
8. Review and update images and documents on servers to ensure latest patches and software.
9. Support bandwidth use analysis and inventory management.
10. Maintain system compliance and audits, and support daily operations for DNS, DHCP, and file servers.
11. Achieve high IT VOC scores and implement action plans for improvement.
12. Work rotational shifts, including night shifts, in a 24/7 environment.

Qualifications and Experience

• 9+ years supporting desktop/laptop hardware and software in a Windows-based environment.
• Bachelor's or Post Graduate degree (or equivalent).
• Certifications: ITIL V3, MCSE, CCNA or similar.
• Knowledge of Windows, Network, Voice, and Enterprise Networks.
• Experience with ticketing systems like Remedy, and maintaining compliance with ISO/IEC standards.
• Ability to work flexibly within timelines.

Location & Language

ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements: [Specify if applicable]

Time Type: [Specify if applicable]

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