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Job Title
Head of IT and Infrastructure
Employment Type
Full Time
5 to 10 years
Job Published
25 March 2024
Job Reference No.

Job Description

We are seeking a skilled and experienced IT and Infrastructure Manager to drive our technological initiatives forward and oversee the design, implementation, and maintenance of the technological infrastructure that supports our BPO operations.

Your role is multifaceted, encompassing strategic planning, resource management, technical expertise, and leadership. You will collaborate closely with various stakeholders, including senior management, IT teams, and business units, to align technology initiatives with organizational goals and objectives.


Job description:

  • Provide a strategy to support the operations of the company through optimisation of technologies within a BPO environment.
  • Communicate with key stakeholders regarding technology solutions to ensure synergy with the overall strategic direction of the business.
  • Ensure that operations can operate effectively and efficiently to achieve strategy.
  • Manage Business as usual / day to day IT support team across multiple locations as well as managing all external 3rd party vendors, support agreements, SLA’s, outages, upgrades/downgrades etc for both IT as well as Infrastructure.
  • Manage IT Service desk tickets, effectiveness, escalations and ensuring the team is actively engaged and resolving IT support requests, incidents, and changes.
  • Keep abreast of new technologies, ensuring that the company utilizes the right technologies. Finding technology platforms that can improve on end user and customer experience.
  • Handle technology migrations.
  • Effectively utilise tools for monitoring and troubleshooting IT systems
  • Manage Omni-channel platforms with SMS, Email, WhatsApp, webchat, chatbots, social media interactions, case management etc.
  • Support new business initiatives through the provision of expert advice on project capacitation and set up.
  • Develop, drive, and deliver on all infrastructure plans.
  • Oversee and implement project set ups.
  • Ensure that infrastructure can deliver on SLA requirements.
  • Make recommendations on the maintenance/improvement of BPO centre’s technologies.
  • Proactively seek ways to improve systems, processes, services, communication, and performance of the IT Support Services function
  • Enforce multiple restoration duties i.e. windows operating system, operational data, files, programs, and applications.
  • Asses the suitability and effectiveness of software and hardware supplies and provide reports to key stakeholders.
  • Implement a DRP solution and ensure the updates are tested accordingly.
  • Manage interface with the company’s external IT outsourced provider to ensure effective support of operations.
  • Ensure the provision of technical assistance to support 24-hour 365-day operation.
  • Meet deadlines on all project requirements contributing to the wholistic objectives of the business.
  • Manage relationship with all relevant stakeholders.
  • Ensure stability of servers, firewalls, connectivity, and security.
  • Build a solid Networking strategy for LAN and WAN as per SLA with BPO Management.
  • Improve the telephone system functionality (VOIP).
  • Management of IT infrastructure support and facilities resources, ensuring effective and responsive helpdesk and support solutions.
  • Responsible for Hardware and Software upgrades.
  • Ensure Business Continuity plan is in place.
  • Own the disaster recovery plan and protocols.
  • Oversee facilities ensuring seamless maintenance operations.
  • Ensure that contractors deliver work to meet timeframes and quality requirements, addressing and ensuring the correction of under-performance issues.
  • Oversee and follow up on all technical maintenance for installations (Generators/UPS/AC/heating/ electrical installations etc.)
  • Establish service level agreements for contractors and ensure compliance.
  • Assess, determine, and undertake steps to prevent failure of building fabric and infrastructure.
  • Space evaluation and planning, updating of floor plans for projects.
  • Project Management of builds liaising with operations, clients, and landlord etc.
  • Communication, documentation, and project management of group initiatives.
  • Disaster Recovery setup, documentation, planning and testing for the group.
  • Research ways to improve systems and services across the group (ERP, CRM, networking, telephones)
  • Formulate and document policies and procedures where required.
  • Manage IT and Infrastructure Budgets


  • 5 years + IT Management experience in the BPO sector
  • Experience working with MS Office 365, Ms Teams, Active Directory, group policies, DHCP, DNS, experience configuring VLAN’s on Cisco and HP switches, Microsoft Servers, SQL Server, SAP, VIP etc essential.
  • CISM (Certified Information Security Management course) a strong preference
  • MCSE, CCNA, NSE from Fortinet
  • Experience with Firewalls ie, Fortinet’s FortiGate as preference.
  • Ability to Manage a Team
  • Project Management course a strong preference


Join our award winning BPO and lead the charge in shaping the future of technology infrastructure for a dynamic and innovative organization.




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