About the position
Our client, a leading BPO company based in Durban, is looking to fill the position of Infrastructure & Cloud Engineer.
Purpose of the Role:
The Infrastructure & Cloud Engineer is responsible for the design, implementation, and day-to-day management of the organisation's hybrid IT infrastructure, including cloud platforms, networking, telephony, backup systems, and monitoring. Operating within a 600-seat BPO call centre environment, this role ensures high availability, performance, scalability, and security of all infrastructure services supporting 24/7 contact centre operations.
This is a hands-on technical role with a strong focus on maintaining uptime, supporting business continuity, and enabling operational efficiency across the group.
Key Responsibilities:
Cloud Infrastructure & Platform Management:
- Design, deploy, and maintain cloud infrastructure across Azure, AWS, and/or GCC environments
- Manage virtual machines, storage accounts, networking, and cloud-native services
- Monitor cloud resource utilisation, optimise costs, and ensure right sizing of instances
- Manage identity and access management (IAM) policies and role-based access controls in cloud environments
Network Infrastructure & Security:
- Manage and maintain WAN/LAN/VPN infrastructure across all sites and remote locations
- Configure and manage enterprise firewalls, network segmentation, and intrusion detection/prevention systems
- Ensure secure network architecture supporting SOC2/ISO and PCI-DSS compliance requirements
- Troubleshoot and resolve network performance issues affecting call quality and application performance
- Manage SD-WAN and internet connectivity, liaising with ISP and telecom service providers
Telephony Infrastructure:
- Maintain and support telephony infrastructure including SIP trunking, VoIP systems, and IP PBX platforms
- Ensure telephony systems support high-volume concurrent call capacity for 600+ agents
- Collaborate with Application & Service Desk teams on telephony configuration and quality issues
- Monitor call quality metrics (jitter, latency, packet loss) and implement improvements
Backup, Disaster Recovery & Business Continuity:
- Implement and manage backup solutions ensuring data integrity and compliance with retention policies
- Design and maintain disaster recovery plans, including regular DR testing and simulation exercises
- Ensure RPO and RTO targets are met for critical business systems
- Maintain documentation of all DR procedures and recovery runbooks
Monitoring, Logging & Incident Response:
- Implement and maintain monitoring and alerting solutions (e.g. Grafana, Prometheus, ELK Stack, CloudWatch, Azure Monitor)
- Proactively identify and resolve infrastructure issues before they impact operations
- Participate in on-call rotation for critical infrastructure incidents outside business hours
- Conduct root cause analysis for major incidents and implement preventive measures
Security & Compliance:
- Support PCI-DSS compliance initiatives related to infrastructure, including network segmentation, encryption, and access controls
- Conduct regular vulnerability scans and assist with penetration testing remediation
- Ensure server hardening and patch management schedules are maintained
- Collaborate with the Security & Compliance Coordinator on audit preparation and evidence gathering
Qualifications and Experience:
- Grade 12 Senior Certificate
- Diploma or degree in Information Technology, Computer Science, Network Engineering, or related field
- 3-5 years' hands-on experience in infrastructure engineering or cloud operations
- Proven experience with Microsoft Azure and/or AWS cloud platforms
- Strong knowledge of networking (TCP/IP, DNS, DHCP, VPN, VLAN, routing/switching)
- Experience with enterprise firewall management (Cisco, Fortinet, Palo Alto, or similar)
- Experience with Windows Server and Linux administration
- Working knowledge of virtualisation platforms (Hyper-V, VMware)
- Understanding of backup technologies and disaster recovery principles
- Familiarity with scripting (PowerShell, Bash, or Python) for automation
Preferred Certifications:
- Microsoft Certified: Azure Administrator Associate or Azure Solutions Architect Expert
- AWS Certified Solutions Architect - Associate
- CompTIA Network+ or Security+
- Cisco CCNA or equivalent networking certification
- ITIL Foundation v4
Advantageous:
- Experience in a BPO, call centre, or contact centre environment
- Knowledge of SOC2/ISO/PCI-DSS compliance requirements
- Exposure to telephony infrastructure (SIP, VoIP, IP PBX)
- Experience with monitoring tools
Competency Area / Technologies & Tools:
- Cloud Platforms (Azure, AWS, GCC)
- Networking (Cisco, Fortinet, Aruba; SD-WAN, VPN)
- Servers & Virtualisation (Windows Server, Linux, Hyper-V, VMware)
- Telephony (SIP, VoIP, IP PBX {Avaya, Cisco, 3CX})
- Monitoring & Logging (Grafana, Prometheus, ELK, CloudWatch)
- Backup & DR (Veeam, Datto, Azure Backup)
- Scripting & Automation (PowerShell, Bash, Python, Terraform)
- Security (Firewall management, IAM, PCI-DSS controls)
If you are interested in applying for this role, please send a detailed copy of your CV to [Email Address Removed]
If you have not been contacted within two (2) weeks, please consider your application as unsuccessful.
Desired Skills:
- cloud infrastructure
- Platform management
- network infrastructure
- network security
- disaster recovery
- security
- compliance
