Head Of It Monitoring
Durban Area, South Africa
As head of IT Monitoring Services my role included the strategic planning, management and oversight of various teams which fell within the monitoring division:• Network Operations Centre, • Incident management, • Problem management, • Site Reliability Engineers,• Monitoring team. As a member of the senior management team I also played a role in future proofing our organization, thought leadership and process hardening across the business. Key Responsibilities: • Reduce Mean Time to Respond and Resolve – using Incident Orchestration, Automation and Response • Enable the business to make data drive decisions• Establishing and maintaining service level agreements (SLA's) ensuring IT meet or exceed stakeholder expectations while adhering to compliance, financial reporting, and security controls• Overseeing all aspects of monitoring activities, such as planning, budgeting, recruitment, designing and implementation• Provide relevant technical guidance• Identifying and overseeing execution of appropriate agreed upon methodology, work, research, reporting and deliverables• Working knowledge of performance and fault management tools in an enterprise environment such as Elastic Search, Prometheus• Establishing key performance (KPI's), objectives and key results (OKR's), metrics and other health measurements. Tracking indicators against industry benchmarks and standards. Regular reporting to stakeholders and senior management • Providing appropriate thought leadership and creative insights. • Providing leadership in the recruitment, training and development of top quality talent, ensuring high levels of performance and productivity.• Building morale, motivating and instilling productivity and teamwork, creating and promoting a positive and supportive work environment. Identifying skill gaps at team level as well as creating a culture of continuous improvement.