Technical Operations Manager

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In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

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Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

The role of Technical Operations Manager is responsible for overseeing the engineering and operations of infrastructure service platforms and/or software. This role is responsible for mobilising the team resources to respond to situations where standard procedures have failed to fix problems in non-functioning infrastructure platforms and/or software.

This role manages a team of resources focused on the design, delivery, support and optimisation of platform infrastructure. This role works towards planning and delivering strategic projects, enhancement work and baseline requests according to established service levels, budgets, and compliance standards. This role helps to determine and drive the IT operations framework and solution lifecycle and has extensive hands-on experience with infrastructure technologies.

Working at NTT

Key Roles and Responsibilities:

• Oversees engineering and operations of infrastructure service platforms
• Collaborates closely with development, partners and vendors on design, reliability, and maintenance issues
• Identifies new technology solutions and works closely with business owners to forecast future needs
• Manages the operational cost and staff resources to ensure the efficient operation of the function
• Oversees the testing and analysis of all components of the infrastructure service platforms
• Ensures that infrastructure service platforms and/or software are efficiently utilised, the cost to operate and support the platforms aligns with business expectations and that all regulatory and compliance requirements for all platforms
• Manages activities related to keeping the infrastructure performing optimally including installing systems upgrades and patches, implementing security, monitoring and support
• Manages the day-to-day operations of the team in ensuring requests are resolved within service level agreement requirements
• Manages staffing processes including recruitment, supervision, development, evaluation, and discipline
• Ongoing coaching and development of the team
• Reports on overall performance against agreed targets
• Provides input into decisions related to the services operations management

Knowledge, Skills and Attributes:

• Works on issues requiring the analysis of data and application of sophisticated problem-solving techniques
• Exercises judgment and interpretation to help define procedures and policies to determine appropriate action
• Knowledge in Microsoft Solutions, i.e. design and implementation of Windows Server platforms, Office 365 migrations, Active Directory, Group Policy, System Centre Configuration
• Deep understanding of network switches, network routing, MPLS, network administration, network integration, network security and network advancement
• Knowledge in architecture, design, configuration, and deployment within the Microsoft Azure platform
• Understanding of server and desktop hardware/operating systems, networks, firewalls, etc
• Strong interpersonal skills
• Ability to communicate across a broad spectrum of users
• Excellent oral, written and presentation communication skills
• Ability to manage organisational change
• Knowledge of IT infrastructure management processes, techniques, risks and best practices
• Knowledge of infrastructure technologies such as system management, system/network administration and development
• Knowledge of server administration, data centre operations, project and change management principles and practices
• Ability to facilitate creative and strategic discussions in order to address emerging problems and opportunities
• Ability to provide leadership and management of technical personnel, delegating work assignments, matching responsibility to the person and giving authority to work independently
• Ability to facilitate presentation of technical and complex matters to a diverse audience
• Ability to translate business needs into information technology solutions and provide detail-orientated project management leadership
• Ability to develop divisional goals and objectives and perform planning and budgeting functions
• Able to effectively interact with technical and non-technical people
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge
• Ability to coordinate team activities and operationally plan and manage deliverables
• Solid attention to detail
• Ability to work independently and operationally manage a team of direct reports
• Ability to handle multi-task, set priorities and meet deadlines
• Excellent knowledge and understanding of information systems technology areas
• Ability to lead and manage a group of people and guide operational activities of assigned team

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in a relevant field of study
• Relevant certifications such as CCIE/CCNP/ITIL/COBIT/PMP/CISA/CISM etc.

Required Experience:

• Solid experience in similar IT roles, with a focus on IT infrastructure engineering and operations
• Solid experience in coaching and training facilitation
• Proven working experience in a large-scale organisation
• Solid experience with IT frameworks: ITIL, MoF, CoBIT, Run SAP
• Solid experience supporting IT infrastructure and service delivery
• Solid experience working with vendors and/or service providers
• Solid experience, judgment and drive to plan, make decisions and accomplish individual and team goals
• Solid experience working in a team-oriented, collaborative environment

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Skills Summary

Change Management, Continual Improvement Process, Integrated Design, People Management, Problem Solving

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.