Senior ICT Operations Lead | Incident, Service & Risk

Border Management Authority; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Border Management Authority seeks an ICT Operations leader to drive incident management, service delivery and asset governance across Head Office and Ports of Entry. The role oversees desk support, device provisioning and cross‑functional collaboration with IT teams to ensure service reliability.

The position requires coordinating change, continuity planning and compliance activities while reporting on performance and risks to senior management.

Responsibilities

• Manage the resolution of ICT incidents and problems, ensuring timely response, escalation and resolution to minimise service disruptions.
• Implement incident, problem and service request management processes, including documentation, tracking, root-cause analysis and reporting.
• Manage the service desk and user support functions, including service request fulfilment, knowledge management and user satisfaction.
• Oversee LAN, desktop and peripheral support at Head Office and Ports of Entry, including operational support for biometric and traveller-processing devices in coordination with the relevant technical teams.
• Monitor ICT service availability, support performance and SLA compliance; escalation significant service risks and recurring failures to the Executive Manager: ICT Operations and Infrastructure.
• Maintain accurate operational ICT asset, software licence and configuration records throughout the asset lifecycle, in coordination with Finance and relevant ICT teams.
• Coordinate operational change, release and deployment activities with infrastructure and applications teams, ensuring approvals, testing, support readiness and rollback arrangements.
• Implement operational continuity and recovery procedures, participate in recovery tests, and coordinate restoration of ICT services with infrastructure and cybersecurity teams.
• Maintain an ICT operations contract register, monitor supplier deliverables and contract expiry dates, and initiate renewal requirements through the Executive Manager and SCM.
• Implement approved ICT operational plans, maintain support procedures and conduct regular service reviews to drive continuous improvement.

Job description

Border Management Authority seeks an ICT Operations leader to drive incident management, service delivery and asset governance across Head Office and Ports of Entry. The role oversees desk support, device provisioning and cross‑functional collaboration with IT teams to ensure service reliability.

The position requires coordinating change, continuity planning and compliance activities while reporting on performance and risks to senior management.