Specialist - Infrastructure and Supervision.Technology and IS Security

Key Deliverables

The Specialist, Infrastructure Supervision will be accountable to achieve the following objectives:

Strategy Implementation

• Abide by and execute the functional strategy cascaded by the functional lead
• Assist in review of the functional strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Monitor the health, availability, and performance of servers, operating systems, databases, middleware, networks, and business applications.
• Perform proactive health checks and capacity monitoring to identify potential risks before service degradation occurs.
• Ensure infrastructure services meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Support routine system maintenance activities, patch deployment, upgrades, and configuration changes.

Incident & Problem Management

• Diagnose infrastructure and application issues through log analysis, monitoring tools, and troubleshooting techniques.
• Restore normal service operations as quickly as possible following incidents or system outages.
• Perform root cause analysis for major incidents and recurring service disruptions.
• Prepare incident reports and contribute to post-incident reviews.
• Escalate unresolved technical issues to vendors, engineering teams, or higher-level support groups.

Change & Release Management

• Assess infrastructure-related changes and support implementation activities.
• Participate in change reviews to evaluate operational risks and impacts.
• Validate the successful deployment of infrastructure and application changes.
• Support release implementation and post-implementation verification activities.

Governance

Strategic Meetings

• Participate in strategic meetings, when required
• Execute OpCo wide transformation initiatives, when required by the functional lead
• Implement adequate risk mitigation and controls, with directions from the functional lead
• Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required
• Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required

Escalations

Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead

Function Tactical

• Execute projects initiated in the specific sub-function
• Abide by the established objectives, targets and budgets for the sub-function, when required
• Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the functional lead
• Prepare documentation required for sign-off on tactical changes

Performance

• Ensure execution in alignment with divisional strategy

Reporting

• Report on a daily basis to the functional lead relating to progress made within the work area and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required
• Provide inputs to the Manager (as required) relating to progress made within the subdivision and in accordance with the measurement metrics set by the organisation

Budgets

• Abide by function's budgets in line with business objectives
• Abide by project initiative budgets in line with business objectives

Operational Delivery

The role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

• Execute policies, procedures and guidelines cascaded by the functional lead and ensure compliance with the same
• Comply with the set governance mechanisms, under supervision from the functional lead
• Evaluate the efficiency and effectiveness of Infrastructure Supervision strategies and propose and offer suggestions for improvements

Infrastructure Operations

• Bachelor's degree in computer science, Information Technology, Telecommunications, Mathematics, or related discipline.
• M