Job Title:IT Operations Manager
Reports to: CTO
Job Summary:This role will be responsible for the smooth operation of the Smile Information Technology Systems within the Uganda Operation. This covers all systems utilised by Smiles’ staff (desktop computing environment, PABX and associated applications) as well as the systems providing end user services on Smiles commercial IP network (Voice, messaging, OSS/BSS).
Duties and responsibilitie s:
Taking ownership for the uptime and performance of Smile Uganda’s Voice, Messaging and other end user services, and acting as the key interface for internal business users into the information technology environment.
Supervising and working with the various support organisations (both external to Smile as well as those provided within Smiles group structures) to ensure service availability as per agreed SLAs.
Management and skills development of the IT Operations team to minimise any disruptions to the service and maximise the capabilities of the local team to resolve issues.
Liaison with the Research and Development Team to ensure that any IT system tests/trials done to improve the Smile service are done in a safe environment and with no disruptions to the service.
In the event of service outages, ensure service restoration and resolution within agreed SLAs. Ensure the relevant reports and escalations are done and a lasting solution developed within the shortest time possible.
Working closely with Smiles Network team to ensure smooth integration of the IT Infrastructure and Services with the underlying IP networks.
Communicating and enforcing Smiles IT security policies and principals
Providing any other ad hoc duties assigned to you from time to time by the CTO or any other person appointed by the Company for this purpose.
Key Performance Indicators:
·Service availability as per agreed KPIs/SLAs
Timely resolution of outages and other issues affecting the service within agreed SLAs.
Team Capability development
Adherence to Smiles IT Service Management processes and policies
Degree in IT, Computer or Telecommunicati on related field
At least 7 years relevant experience with at least 3 years at managerial/supervisory level.
Database Knowledge (MySQL)
Experience in Java Based Technologies – J2EE
Experience in Unix/Linux Operating systems
Experience working with open source technologies would be an added advantage
Hands on approach. Ability and willingness to roll up sleeves and work on trouble shooting issues
Strong Communication skills and ability to work with cross-functional teams
Good Analytical Skills - Strong troubleshooting and problem solving skills
Ability to work with, supervise and manage a team of IT professionals.
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualificatio n.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address and send your application by email to email@example.com
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.