Website Sun International
The Sun International brand has a proud legacy in the gaming, hospitality and entertainment sector. Its superior hotels and resorts portfolio makes it a recognized premium brand. The Sun International Group has a diverse portfolio of assets including world class five star hotels, modern and well loc… read moreated casinos, and some of the world’s premier resorts. Our destinations offer experiential luxury, enduring quality and incredible adventure, supported by an authentic dedication to personal service. Today, Sun International is one of Africa’s largest tourism, leisure and gaming groups and operates or has an interest in a total of 18 resorts, luxury hotels and casinos. Our entry into Latin America began in Chile in 2008 and has been a success story for the Group, giving us the track record and confidence to look for more opportunities that offer gaming opportunities in the region. Sun International’s Latin American portfolio (Monticello Grand Casino in Chile, the Ocean Club Casino in Panama and the Sun Nao Casino in Colombia) has now been merged with the casino and hotel portfolio of Chile-based leader in the gaming and entertainment industry, Dreams SA, making it the largest gaming company in Latin America with operations in Chile, Peru, Colombia and Panama. Our approach has been to differentiate our hotels, resorts and casinos in architecture, service, experience, location and the mix of entertainment and activities. Creating lasting memories for our guests and customers is a core part of our DNA. We’ve created some the world’s most iconic hotels from The Palace of The Lost City at Sun City to The Table Bay Hotel in Cape Town. The creative architecture of these properties and the blending of their designs with their local environment make each property unique. We are committed to the development of all our employees and we make sure that equal opportunities and economic empowerment form the backbone of our human resource practices. 6 Sandown Valley Crescent, Sandton Gauteng, South Africa
Job Purpose
The IT Operations Manager is responsible and accountable for the supervision of the IT team, as well as the planning, implementation and delivery of the IT infrastructure and operations for the business unit, including hardware, software, networks, data centres, and telecommunications facilities and related equipment used to provide information technology services to business operations in a manner that is easy, appropriate, reliable and secure in line with business and regulatory requirements.
Key Performance Areas
Delivered Unit IT Plans:
Keep up to date with changes, innovations and leading practice in the IT infrastructure environment and facilitate the delivery of unit IT objectives
Understand the IT, technology business plans and provide insight into the IT infrastructure and operational roadmap, objectives including network, storage, AV and telecommunications plans to support the operations
Implement and embed the Sun International IT operational policies, standards and tools with a focus on key network, application, infrastructure tools to be implemented to effectively support the operation in various areas of the business
Conduct proactive investigations and analyses into technology requirements and work with the team to deliver the technical components and technology infrastructure to support current and future business products, and processes
Manage and monitor the IT infrastructure to ensure that systems, processes and testing is in place to protect sensitive information and included in operational prioritization and planning
Conduct risk impact analyses to determine the impact of failure of hardware, systems and data loss for critical business processes.
Integrate business continuity and security programmes into network, infrastructure solutions throughout IT systems and platforms to mitigate any identified risks and meet business objectives and regulatory requirements
Be available as a subject matter expert in IT infrastructure planning and provide guidance and support to business operations with any challenges and issues experienced
Plan and implement all IT infrastructure and operational project requirements, ensuring delivery against plans, timelines, budgets and quality standards
Align the Business unit data centre with Group requirements
Compile action plans and measurements for the implementation of approved projects
Facilitate the communication and implementation of deliverables
Verifies systems health by conducting periodic audits and self-assessments of technologies within the Organizations’ Risk and Security Framework
IT Infrastructure Support
Maintain and monitor all data center infrastructure and ensure any issues are proactively identified and corrected
Performs testing on all changes to hardware and software
Acts as a technical liaison between Central IT and vendors delivering work onsite.
Compile plans and participate in project efforts including definition of requirements (including installations and testing of servers and server components)
Ensures backup and maintenance activities for all data center infrastructure
Performs routine maintenance tasks for infrastructure systems (such as backups, patch management, and hot fixes)
Act as a subject matter expert for the resolution of technical issues related to the server for the business unit and detect and respond to server and server component technical problems
Identify risk areas, issues and challenges with software configuration
Conduct quality assurance on work performed
Conduct post implementation reviews
Make recommendations on server components or equipment to improve system performance Escalate any issues that cannot be resolved to Group SunIT
Network Support
Performs installations, moves and decommissioning of access layer networking components (i.e. network components connected to end user devices. Eg. Slots, Micros POS)
Monitors bandwidth for the site and notifies Central IT of any out of the ordinary requirements Performs routine AD maintenance (such as disabling dormant accounts, adding and removing machines from AD)
Plan changes and configuration requirements and project manage implementation
Conduct repairs and testing of the network, and detect and respond to network components or equipment to improve system performance
Monitors capacity requirements in terms of (e.g., disk space, storage, and CPU utilization).
Identifies performance problems and proactively provides recommendations and solutions
Recommends changes and enhancements for improved system reliability and availability
Conduct post implementation reviews and escalate any unresolved issues
Telecommunications Support:
Manage the functioning and enhancements of telecommunications equipment and systems to enhance the guest experience within the business
Plans network voice and video installations by studying technical specifications.
Establishes voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.
Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; conferring with engineers.
Maintains the network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.
Maintains customer rapport by listening to and resolving concerns, answering questions.
Maintains safe work environment by following standards and policies.
Responsible for setup, operation, and maintenance of all voice and video equipment
Performs installations moves and repairs to telecommunications equipment across the resort including the switchboard in hotel rooms and multimedia equipment in business, public areas and conferencing requirements
Plan changes and configuration requirements and project manage implementation
Identifies performance problems and proactively provides recommendations and solutions
Stabilised Servers, Storage & Virtualization Environment
Develop plans for the installation of server components
Compile project plans and milestones for the implementation of components and systems
Align the Business unit data centre with Group requirements
Communicate to relevant stakeholders in IT and the business with regards the server and storage
virtualisation plans for the business unitInstalling of servers and server components Testing of the server
Detect and respond to server and server component technical problems
Make recommendations on server components or equipment to improve system performance Act as a subject matter expert for the resolution of technical issues related to the server for the business unit; escalating any issues that cannot be resolved to Group SunIT
Facilitate software asset management
Approve and plan changes or configuration requirements, ensuring system changes and necessary approvals are signed off
Identify risk areas, issues and challenges with software configuration
Conduct quality assurance on work performed
Project manage changes
Conduct post implementation reviews
Cost Control
Prepare a financial plan of expenses for the year ahead and track these on a monthly basis
Keep an updated and accurate IT Asset register and ensure that these assets are appropriately depreciated
Motivate and manage Capex requirements
Review and monitor all supplier prices and supplier price quotes on a monthly basis to ensure the tracking of price movements to minimize input cost fluctuations.
Report on current expenses for the function – including project status updates
People Supervision
Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
Consolidation and analysis of productivities and payroll costs for the department
Consolidation of employee training needs across gaming
Perform on the job training and coaching to provide cross-functional training between slots and tables to close developmental gaps and build succession for a talent pipeline across the gaming function
Manage employee relations within the department
Staff communication and motivation
Performance contracting, reviews and development
Provides resources and removes obstacles to performance
Recruit and resource for talent for positions
Onboarding of new staff members
Engage with operational management to understand the business requirements and challenges around infrastructure processes and technology
Provide updates to users on changes to IT policies and processes
Communicate with business stakeholders with regards new technology; changes; principles and guidelines
Provide technical support and advice to customers and business management within the business operations
Interact and manage relationships with vendors to deliver procured services against requirements. Provide feedback to IT management and Group IT with regards implementation and any areas of concern
Liaises and manages vendors with regards parts, repairs, services
Interact regularly with the Group IT with regards challenges, escalations and issues identified if relevant
Proactively trains technical support staff on new technologies to ensure that they can deliver 1st line support
Job Requirements
Education and Experience
IT Related Diploma or NQF Level 6
MCSE Server Qualification
CCNA – Routing & switching
ITIL Certification
Minimum of 5 years relevant IT networking industry experience
Year experience in supervising a team an advantage
Meets the requirements for a Key Gaming Licence
Experience in server and storage; conferencing engineering an advantage
Local travel may be required
May be required to work overtime in line with operational requirements. Will be required to be available in the event of any critical incident / issue
Core and Personal Behavioural competencies:
Problem solving
Implementing and co-ordinating resources
Assessing and evaluating information
Planning
Decision-making skills
Developing relationships
Analytical thinking
Results orientation
Stakeholder relationship management
Dealing with customers People
People Supervision
Technical / proficiency competencies:
Technical Writing
Knowledge of network switching and routing
Business Continuity Management
Conference room installations & configurations
Knowledge of IPTV (including firmware management)
Knowledge of principles, practices, methods, and techniques for communicating information through audio visual means
Knowledge and application of telephone and data cables, wiring, circuits, digital computers and all related systems and devices
Infrastructure design and planning
PBX Technology and Support
Contracts management
Project Management
Risk management
Financial acumen
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