JOB SUMMARY
\nThe ICT Operations Lead is responsible for managing and optimizing the organization\u2019s IT infrastructure, operations, and security to ensure reliability, performance, and scalability. The role involves leading a high-performing IT operations team, managing budgets and vendors, ensuring compliance with regulatory requirements, and aligning IT operations with business strategy. This position plays a critical role in enabling Kuala Tech and its clients to achieve operational excellence and innovation through technology.
\nKEY RESPONSIBILITIES
\nTEAM LEADERSHIP & DEVELOPMENT<\/p>\n
Lead, mentor, and develop a high-performing IT operations team.
\nAssign tasks, set priorities, and monitor performance against KPIs.
\nFoster a collaborative, innovative, and supportive team culture.
\nIdentify skills gaps and provide training, certifications, and career development opportunities.
\n\u00a0Implement succession planning for critical IT roles.<\/p>\n
IT INFRASTRUCTURE & SERVICE MANAGEMENT<\/p>\n
Oversee the design, implementation, and maintenance of IT infrastructure, including networks, servers, systems, and cloud environments.
\nEnsure optimal performance, reliability, and security of IT systems.
\nEstablish and enforce IT policies, procedures, and standard operating practices.
\nSupervise service desk\/helpdesk operations, including ticketing, incident logging, and escalations.
\nAlign IT operations with ITIL best practices for incident, problem, change, and release management.<\/p>\n
SECURITY, RISK & COMPLIANCE<\/p>\n
Lead cybersecurity initiatives, including firewalls, endpoint protection, patching, and intrusion monitoring.
\nDevelop and maintain disaster recovery (DR) and business continuity plans.
\nEnsure secure and regular data backups with tested recovery procedures.
\nMaintain compliance with data protection regulations (e.g., Zambia Data Protection Act) and industry standards (e.g., insurance regulatory requirements).
\nSupport internal and external IT audits, ensuring audit readiness.<\/p>\n
INCIDENT & PROBLEM MANAGEMENT<\/p>\n
Establish and manage incident response processes to minimize downtime.
\nCoordinate resolution of critical IT issues with internal teams and vendors.
\nConduct post-incident reviews and root cause analyses to prevent recurrence.
\nImplement preventive and proactive measures to strengthen system resilience.<\/p>\n
CAPACITY PLANNING & PERFORMANCE MONITORING<\/p>\n
Forecast IT resource requirements to support business and client growth.
\nOptimize infrastructure utilization and scalability.
\nImplement system monitoring and performance management tools.
\nTrack and report KPIs\/SLAs for uptime, service availability, and support efficiency.<\/p>\n
VENDOR, BUDGET & PROCUREMENT MANAGEMENT<\/p>\n
Manage relationships with IT vendors and service providers, ensuring SLAs are met.
\nNegotiate contracts and evaluate vendor performance.
\nDevelop and manage IT budgets for Kuala Tech and client projects where required.
\nConduct cost-benefit analysis for IT investments and propose improvements.
\nProcure IT equipment, software, and services while ensuring optimal utilization.<\/p>\n
STRATEGIC ALIGNMENT & COMMUNICATION<\/p>\n
Align IT operations with Kuala Tech\u2019s broader digital strategy and client solutions.
\nProvide technical input into business proposals, client implementations, and managed service offerings.
\nStay updated on emerging technologies and recommend adoption where valuable.
\nPrepare regular reports on IT performance, risks, and opportunities for the Managing Director\/CEO.
\nCommunicate effectively with non-technical stakeholders, translating IT strategy into business outcomes.<\/p>\n
QUALIFICATIONS & COMPETENCIES<\/p>\n
Bachelor\u2019s degree in Computer Science, Information Technology, or related field.
\nProfessional certifications preferred (e.g., ITIL, CCNA, CISSP, Microsoft\/Azure, AWS).
\nProven track record in IT operations management, infrastructure design, and service delivery.
\nStrong knowledge of IT governance, cybersecurity, cloud environments, and compliance frameworks.
\nExcellent leadership, communication, and problem-solving skills.
\nAbility to manage budgets, vendors, and multiple projects simultaneously.<\/p>\n
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