Job Description

JOB PURPOSE

IT Infrastructure Engineer – within the discipline of IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). The main function is supporting the IT infrastructure in the BUILD and/or RUN at an engineering level called Senior IT Infrastructure Engineer.

• Responsible for designing, managing, and optimizing the organizations IT infrastructure while ensuring seamless day-to-day operations
• Combines technical leadership in infrastructure engineering with operational oversight to support organizational goals, ensuring reliability, security, and scalability of systems and processes
• Ensures continuity of service on a day-to-day basis

Scope of Infrastructure

• Network / Telecommunications
  Cabling, switches, optimizers, routers, firewalls, proxies, gateways, WAN, WiFi, video-conferencing systems, UPS, air conditioning, generators, IoT
• Systems
  Servers (Windows/Linux or iSeries), storage, data backup means, local applications
• End Users
  PCs, thin clients, smartphones/tablets, printers, satellite phones, scanner guns, headsets

The role forms part of the BUILD and/or RUN teams within the MIS department.
The geographical scope of work aligns with the reporting lines.

JOB FUNCTIONS

• Act as primary escalation point for ITSM ticketing, troubleshooting complex technical issues, log analysis, reporting, and monitoring for users within scope
• Design, deploy, and maintain scalable and secure IT infrastructure
• Ensure high availability and performance through proactive monitoring, upgrades, and optimizations
• Oversee daily IT operations, manage incidents, and implement backup and disaster recovery solutions
• Document processes and ensure compliance with organizational standards
• Manage IT hardware resources and capacity planning
• Manage IT infrastructure projects and major changes, including requirements gathering, implementation planning, specifications, tender processes, supplier selection, and user acceptance testing
• Provide technical guidance, mentor junior staff, and collaborate with cross-functional teams to align IT initiatives with business goals
• Act as custodian of group norms and policies, ensuring use of approved business applications and MIS services
• Manage IT infrastructure-related contracts and SLAs, including review, drafting, execution, and compliance
• Maintain and update documentation of procedures and configurations
• Ensure IT infrastructure management complies with ISO, ITIL, and QHSE processes
• Apply security policies, procedures, and baselines
• Conduct technology watch and anticipate new technologies

DELIVERABLES

IT Hardware Resources Management

• Hardware inventory, including IT contracts
  • Frequency: Daily, Weekly, Monthly

Infrastructure Management

• System uptime and reliability metrics
  • Frequency: Monthly
• Incident resolution times within SLA
  • Frequency: Monthly
• User Acceptance Testing (UAT) per project
  • Frequency: One UAT per project
• Contribution to infrastructure action plan updates
  • Frequency: Monthly
• Weekly meetings with MIS Manager
  • Frequency: Weekly
• Capacity planning (telecommunications, hardware, and human resources)
  • Frequency: Quarterly

KEY SKILLS

• Strong communication and interpersonal skills
• Meeting skills
• Customer care
• Organized
• Conceptual thinking
• Strong analytical and troubleshooting skills
• Excellent project management and organizational abilities

PERSONAL ATTRIBUTES

• Agile and open-minded
• Professional
• Team player
• Strong interpersonal skills
• Integrity and loyalty
• Flexible
• Strong problem-solving aptitude

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Qualifications

• Degree in Information Technology or Computer Science
• ITIL Foundations certification
• Project Management certification
• Strong knowledge of server hardware, operating systems (Windows/Linux), storage, and virtualization technologies
• Proficiency in networking (LAN, SD-WAN, VLANs, switches, firewalls, routing protocols)
• Strong knowledge of Microsoft Active Directory environment (added advantage)
• Knowledge in network/telecom (Aruba and/or Cisco certifications appreciated)
• Knowledge and hands-on experience with Azure cloud platform (added advantage)
• Management certification (added advantage)

RULES AND REGULATIONS

• Ensure all work is carried out in accordance with departmental and procedural manuals
• Ensure understanding of rules and regulations of all statutory bodies
• Must be willing and prepared to travel
• Must have a valid passport