About the position
IT Infrastructure Engineer – within the discipline of IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL).
Scope of Infrastructure
- Network / TelecommunicationsCabling, switches, optimizers, routers, firewalls, proxies, gateways, WAN, WiFi, video-conferencing systems, UPS, air conditioning, generators, IoT
- SystemsServers (Windows/Linux or iSeries), storage, data backup means, local applications
- End UsersPCs, thin clients, smartphones/tablets, printers, satellite phones, scanner guns, headsets
The role forms part of the BUILD and/or RUN teams within the MIS department.
The geographical scope of work aligns with the reporting lines.
JOB FUNCTIONS
- Act as primary escalation point for ITSM ticketing, troubleshooting complex technical issues, log analysis, reporting, and monitoring for users within scope
- Design, deploy, and maintain scalable and secure IT infrastructure
- Ensure high availability and performance through proactive monitoring, upgrades, and optimizations
- Oversee daily IT operations, manage incidents, and implement backup and disaster recovery solutions
- Document processes and ensure compliance with organizational standards
- Manage IT hardware resources and capacity planning
- Manage IT infrastructure projects and major changes, including requirements gathering, implementation planning, specifications, tender processes, supplier selection, and user acceptance testing
- Provide technical guidance, mentor junior staff, and collaborate with cross-functional teams to align IT initiatives with business goals
- Act as custodian of group norms and policies, ensuring use of approved business applications and MIS services
- Manage IT infrastructure-related contracts and SLAs, including review, drafting, execution, and compliance
- Maintain and update documentation of procedures and configurations
- Ensure IT infrastructure management complies with ISO, ITIL, and QHSE processes
- Apply security policies, procedures, and baselines
- Conduct technology watch and anticipate new technologies
DELIVERABLES
IT Hardware Resources Management
- Hardware inventory, including IT contracts
- Frequency: Daily, Weekly, Monthly
Infrastructure Management
- System uptime and reliability metrics
- Incident resolution times within SLA
- User Acceptance Testing (UAT) per project
- Frequency: One UAT per project
- Contribution to infrastructure action plan updates
- Weekly meetings with MIS Manager
- Capacity planning (telecommunications, hardware, and human resources)
KEY SKILLS
- Strong communication and interpersonal skills
- Meeting skills
- Customer care
- Organized
- Conceptual thinking
- Strong analytical and troubleshooting skills
- Excellent project management and organizational abilities
PERSONAL ATTRIBUTES
- Agile and open-minded
- Professional
- Team player
- Strong interpersonal skills
- Integrity and loyalty
- Flexible
- Strong problem-solving aptitude
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
Qualifications
- Degree in Information Technology or Computer Science
- ITIL Foundations certification
- Project Management certification
- Strong knowledge of server hardware, operating systems (Windows/Linux), storage, and virtualization technologies
- Proficiency in networking (LAN, SD-WAN, VLANs, switches, firewalls, routing protocols)
- Strong knowledge of Microsoft Active Directory environment (added advantage)
- Knowledge in network/telecom (Aruba and/or Cisco certifications appreciated)
- Knowledge and hands-on experience with Azure cloud platform (added advantage)
- Management certification (added advantage)
RULES AND REGULATIONS
- Ensure all work is carried out in accordance with departmental and procedural manuals
- Ensure understanding of rules and regulations of all statutory bodies
- Must be willing and prepared to travel
- Must have a valid passport
Desired Skills:
- Communication
- Information Technology
- Engineering
