ICT Operations Lead

Job description

JOB SUMMARY

The ICT Operations Lead is responsible for managing and optimizing the organization’s 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.

KEY RESPONSIBILITIES

TEAM LEADERSHIP & DEVELOPMENT

Lead, mentor, and develop a high-performing IT operations team.
Assign tasks, set priorities, and monitor performance against KPIs.
Foster a collaborative, innovative, and supportive team culture.
Identify skills gaps and provide training, certifications, and career development opportunities.
 Implement succession planning for critical IT roles.

IT INFRASTRUCTURE & SERVICE MANAGEMENT

Oversee the design, implementation, and maintenance of IT infrastructure, including networks, servers, systems, and cloud environments.
Ensure optimal performance, reliability, and security of IT systems.
Establish and enforce IT policies, procedures, and standard operating practices.
Supervise service desk/helpdesk operations, including ticketing, incident logging, and escalations.
Align IT operations with ITIL best practices for incident, problem, change, and release management.

SECURITY, RISK & COMPLIANCE

Lead cybersecurity initiatives, including firewalls, endpoint protection, patching, and intrusion monitoring.
Develop and maintain disaster recovery (DR) and business continuity plans.
Ensure secure and regular data backups with tested recovery procedures.
Maintain compliance with data protection regulations (e.g., Zambia Data Protection Act) and industry standards (e.g., insurance regulatory requirements).
Support internal and external IT audits, ensuring audit readiness.

INCIDENT & PROBLEM MANAGEMENT

Establish and manage incident response processes to minimize downtime.
Coordinate resolution of critical IT issues with internal teams and vendors.
Conduct post-incident reviews and root cause analyses to prevent recurrence.
Implement preventive and proactive measures to strengthen system resilience.

CAPACITY PLANNING & PERFORMANCE MONITORING

Forecast IT resource requirements to support business and client growth.
Optimize infrastructure utilization and scalability.
Implement system monitoring and performance management tools.
Track and report KPIs/SLAs for uptime, service availability, and support efficiency.

VENDOR, BUDGET & PROCUREMENT MANAGEMENT

Manage relationships with IT vendors and service providers, ensuring SLAs are met.
Negotiate contracts and evaluate vendor performance.
Develop and manage IT budgets for Kuala Tech and client projects where required.
Conduct cost-benefit analysis for IT investments and propose improvements.
Procure IT equipment, software, and services while ensuring optimal utilization.

STRATEGIC ALIGNMENT & COMMUNICATION

Align IT operations with Kuala Tech’s broader digital strategy and client solutions.
Provide technical input into business proposals, client implementations, and managed service offerings.
Stay updated on emerging technologies and recommend adoption where valuable.
Prepare regular reports on IT performance, risks, and opportunities for the Managing Director/CEO.
Communicate effectively with non-technical stakeholders, translating IT strategy into business outcomes.

QUALIFICATIONS & COMPETENCIES

Bachelor’s degree in Computer Science, Information Technology, or related field.
Professional certifications preferred (e.g., ITIL, CCNA, CISSP, Microsoft/Azure, AWS).
Proven track record in IT operations management, infrastructure design, and service delivery.
Strong knowledge of IT governance, cybersecurity, cloud environments, and compliance frameworks.
Excellent leadership, communication, and problem-solving skills.
Ability to manage budgets, vendors, and multiple projects simultaneously.

Send your CV and information to work@kuala.io or follow the link here to apply.