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Information Technology Manager

Information Technology Manager

Ref: ITM25

Job Overview

To lead a multidiscipline team ensuring that resources are used effectively and efficiently in the delivery and operations of the end-to-end services.

Role & Responsibilities

To lead a customer-centric and service-driven multidiscipline team of technical professionals:

To drive a strong people agenda, including employee engagement, talent development, succession planning, performance leadership and change management.

To align people resources to company objectives, and delivery of outstanding services.

To empower and engage people to create a culture of continuous improvement and collaboration.

To drive robust operational management, governance, policy, and security for services within domain:

To own the governance framework to assure that the technology delivers.

To ensure that the teams understand and comply with operational policies including standards defined by relevant quality management systems.

Be accountable for network security and risk management.

To drive robust operational management in all activities relating to services, systems, and technology.

To assure and be answerable for the technical performance of all the services within the domain:

Be accountable for service and platform availability.

Be accountable for technical performance metrics, service key performance indicators, and actions required to improve the same.

To provide technical guidance and thought leadership for all the services within the domain:

To critically assess solutions and technical implementations from the perspective of whether it will bring commercial benefit to the organisation.

To guide teams in their fulfilment of objectives by providing focus where required.

To foster innovation.

To be hands-on, when required

To own end-to-end fault resolution and escalations within the domain:
- Be accountable for the timely resolution of customer-initiated complaints and defects ensuring that no contractual obligations and / or internal measures are breached.
- To own the escalation process and the management of escalations in relation to technology, infrastructure, systems and services within the domain.

To manage and be accountable for the end-to-end fulfilment of customer-related services that fall within the domain, with a view to ensuring effective and efficient deployment within contractual parameters.

To drive vendor and partner relations with particular focus on delivering value for money.

To be accountable for the delivery of projects, within the domain, against agreed metrics.

To manage the delivery of complex, domain originated, projects.

To be accountable for budgeting and expenditure control across the domain.

To be available to assist in any duties that the Company may deem reasonable.

Scope & Remit

All teams, systems, functions, and relationships underpinning the Information Technology domain, including Corporate & Enterprise Operations, Communication Service Provider Operations and Security Operations, serving all markets where Gibtelecom or any of its subsidiaries operate, including, but NOT limited to:

All technology, infrastructure, software and functions underpinning Information Technology, Communications Service Provider operations,
- Operating Systems & virtualisation; services & applications; backups; infrastructure related tooling; infrastructure operations (private, public and hybrid cloud environments);
  - Virtual: Cloud-based infrastructure, telco-specific Openstack, Kurbanetes etc.
- Operations support for other teams and departments throughout the organisation, including triage and troubleshooting of incidents that have been escalated.

All technology, infrastructure, software and functions underpinning Information Technology, Corporate & Enterprise operations,
- Operating Systems & virtualisation; services & applications; backups; infrastructure related tooling; infrastructure operations (private, public and hybrid cloud environments);
  - General: Multi-site & high-availability architecture.
  - Storage: Cisco Nexus, Brocade, HP MSA, EMC VNX/VNX2, NetApp FAS, DELL SC, Pure, ExaGrid.
  - Networking: Cisco Router/Switches, Juniper EX/QFX/SSG, pfSense, OpenVPN, Fortigate, ExaBGP
  - Web: NGiNX, Apache, IIS.
  - Virtual: VMWare, RHEV, HyperV, Openstack, Docker
  - Clustering/HA: RHCS, GFS2/OCFS2, DRBD, MSCS, Oracle RAC, Galera
  - OS: Solaris, FreeBSD, RHEL, SLES, Debian, Windows Server.
  - DB: MariaDB, MySQL, MSSQL, PostgreSQL, Oracle, MongoDB.
  - Scripting: Bash, Perl, PHP, Jscript, Python.
  - Automation: Puppet, Mcollective, Spacewalk, Red Hat Satel-lite
  - Monitoring: Check_MK, Dynatrace, ELK, TICK.
  - Collaboration: Jira, Confluence, BitBucket, Service Desk.
- Operations support for other teams and departments throughout the organisation, including triage and troubleshooting of incidents that have been escalated, etc.
- Service desk operations: end-user support, training, etc.
- Networking related operations for the proper function of services.

All technology, infrastructure, software and functions underpinning Information Technology, Cybersecurity operations.
- EDR, VDR, XDR
- SIEM, SOAR
- VPN, Zero-trust concepts
- PAM
- Compliance; ISO27001, GDPR, Information Security governance