ICT Service Delivery Team Leader at Britam

Job Purpose

• The job holder will be responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise business systems.
• The role holder will recommend the redesign and configuration of operating systems and system applications as well as investigates and analyse feasibility of system requirements and develop systems specifications.

Key responsibilities

1. Manages the day-to-day operations of the host servers by monitoring system performance, configuration, maintenance and repair. Ensures that records of system downtime and equipment inventory are properly maintained. Applies revisions to host system firmware and software. Works with vendors to assist support activities.
2. Develops new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability. Trains technical staff in how to use new software and hardware developed and/or acquired.
3. Supervises Operations staff. May guide or provide work direction to technical staff, contract staff and/or student employees. Determines appropriate coverage for all hours of operation.
4. Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
5. Establishes, maintains and manages user’s directory services (domain services, group policies and exchange services). Installs, modifies and maintains systems and utility software on server computer systems. Provides server support related to other software.
6. Ensures high availability and acceptable levels of performance of mission critical host server’s resources.
7. Develops procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse.
8. Develops procedures, programs and documentation for backup and restoration of host operating systems and host-based applications.
9. Develops and coordinates project directions and schedules to maximize benefits and minimize impacts on the customer organizations. Provides leadership in planning and implementation of projects for computer operations and enterprise systems administration.
10. Develops tools, procedures, and training sessions for Operations, Client Support and Systems Development staff to assist with work.

Key Performance Measures

As described in your Personal Score Card

Knowledge, experience and qualifications required

Knowledge, experience and qualifications required

• Degree in science/Engineering/Computer Science
• ITIL intermediate
• Extensive programming background in any applicable language
• Minimum of 4 – 6  years’ experience in a 24x7 service provider environment