Head of Maintenance and Support Services Listing reference: atns_000455 Listing status: Online Apply by: 16 May 2024 Position summary Job category: Others: Transport and Logistics Location: Johannesburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Applications are invited for the position of Head of Maintenance and Support Services based at Head Office (Bruma). The successful applicant will be reporting to the Chief Technology & Information Officer.OverviewTo lead and guide the maintenance and support of technology infrastructure within Air Traffic Navigation Services (ATNS) in line with the organisational vision and strategy.To manage the maintenance and support of infrastructure in such a way as to enable maximum availability of applications and technologies with minimal or no disruption to the organisation.To provide leadership and guidance in the support and maintenance of core systems, equipment and applications for communication, navigation and surveillance (CNS) in support of air traffic management (ATM).To maintain a secure and stable technology environment, actively managing any identified possible risk to business information and infrastructure.To support the transformation of infrastructure technology for enabling business modernisation and implementation of the required digitalisation. Major Activities Lead the development and implementation of the technology infrastructure maintenance & support strategy, policy, processes and architectural standards in line with organisational and departmental strategies and requirements. Provide leadership in the planning and management of effective and efficient technology infrastructure maintenance and support services. Ensure that procured equipment is in line with determined and defined end-user requirements, and incorporates service delivery and engineering realities and demands through active participation in the relevant process. Provide in-depth technical expertise to maintenance and support programmes, projects and initiatives. Ensure that system performance and SLAs are met. Assess the relative impact of technology trends on current and future enterprise infrastructure maintenance needs. Develop and implement required initiatives to enable effective support of present and future technical service delivery and ensure ongoing availability of all resources. Determine and quantify all end-user's needs in an environment of collaborative decision-making. Evaluate and provide recommendations and input toward the formulation and enhancement of current policies, processes, procedures and service delivery standards. Develop a technology space map for network Infrastructure maintenance and support. Develop and foster the integration of ATM CNS within the area of responsibility and across functional areas to ensure integration of engineering and service delivery. Implement and foster transformation initiatives within the area of responsibility in order to develop and maintain a motivated, constructive and cohesive team. Provide strategic leadership, guidance and operational management of technology and information infrastructure services, including data centre, networks, and backup, to ensure that infrastructure services to ATNS business divisions are delivered to agreed standards and to ensure service excellence. Maintain and support telecommunications infrastructure, including networks, communication, display, printing, information managemnent and flow traffic management systems . Manage maintenance and support of infrastructure in such a way as to enable maximum availability and access to business applications and technologies with minimal or no disruption to the organisation. Maintain a secure environment, actively managing any possible risk to business information and infrastructure. Lead the evolution of infrastructure to a secure private cloud. Manage the seamless integration of maintenance support contracts and related external service provision to support the overall activities of infrastructure performance. Drive the adoption of best practice in infrastructure maintenance and support services. Research, identify and implement innovative infrastructure maintenance and support initiatives to ensure continuous improvement. Interface with relevant managers to define infrastructure support solutions for improving service efficiency and effectiveness. Analyse and predict trends and develop long range plans designed to maintain cost effectiveness. Collaborate with peers and colleagues across the environment. Review and maintain policies, processes and standard operating procedures relating to infrastructure maintenance and support. Ensure that the organisation’s infrastructure adheres to relevant standards including those set out by the architecture forum, International Civil Aviation Organisation (ICAO), and other governance or regulatory bodies. Plan, forecast and manage the Infrastructure finances in line with agreed company priorities, initiatives and expected operational service levels. Provide hands-on technical leadership in the planning, design, implementation and maintenance of new infrastructure solutions, co-ordinating staff, suppliers, and s in order to meet identified requirements, budgets and timelines. Improve the quality ofservices in air traffic service units and field remote stations as required to meet service and performance standards. Ensure national, regional and international technical service delivery in accordance with set SLAs. Stay abreast of current trends and developments and implement solutions to ensure availability, integration and effective delivery of services. Ensure ongoing further development and knowledge sharing regarding ATM/CNS demands, intricacies and the effects thereof on service delivery to employees. Ensure seamless integration of total asset management for all projects, initiatives and equipment acquisitions, guaranteeing high maintenance access levels. Ensure national, regional and international corrective fault management through effective fault logging, prioritisation, resource allocation, resolution and directing as well as follow-up and customer feedback. Coordinate and monitor the preventative maintenance programme on a national, regional and international level ensuring seamless service delivery. Ensure the optimisation of technical support efficiencies by coordinating all relevant resources, technical staff, equipment, common spares and test equipment. Ensure compliance of control system hardware configurations and location on a national basis Review and revise logistics support activities in order to optimise technical support to service delivery. Plan and manage the national maintenance and other related budgets. Manage and negotiate relevant contracts to support the maintenance and support service delivery. Ensure that all service delivery risks are monitored, managed and that timeous corrective actions are taken, where and when required. Instil a strong service excellence culture in the end user support and engineering team. Manage the services team to ensure effective support and maintenance of company technology infrastructure. Provide infrastructure support for new releases and deployments. Take ownership of system fault reporting and performance monitoring of CNS infrastructure through the full system lifecycle. Interact with business team to understand service level agreements and communicate the same to team members. Mentor and direct team members to ensure timely completion of assigned projects. Oversee infrastructure implementation, upgrades, modifications and deployments. Perform root cause analysis of infrastructure problems, develop resolution plans and document reports timeously. Perform incident analysis regularly to identify patterns and problems. Work with direct and extended teams to develop problem management and service improvement plans. Maintain all documentation for deployment, maintenance, upgrades, and problem-resolution activities. Provide a primary escalation facility for all customer queries and issues. Benchmark ATNS network infrastructure operations with similar and/or advanced industry areas and make recommendations on improvement of operational efficiency. Play a key role in developing, maintaining and implementing disaster recovery and business continuity plans and procedures. Develop and implement a technology infrastructure maintenance and support risk management framework. Ensure that ATNS and stakeholders are not compromised through national technical services. Manage staff optimally and in accordance with the relevant policies and processes. Ensure adequate levels of skilled and competent employees to meet service delivery responsibilities on an ongoing basis within the area of responsibility in accordance with the relevant service delivery model. Coach and mentor employees as required. Minimum Qualifications B. Eng /BSc in Engineering (Electrical/Electronics) /B-degree in Computer Science /Information Technology or related field. Post graduate degree in Computer Science/ Information Technology / Electrical/Electronic Engineering. Leadership/management qualification is an advantage. Relevant service management and governance Certification is an advantage. ECSA Professional Registration is an advantage ISACA Professional Registration is an advantage Seasoned professional with minimum 8 years’ experience in technology infrastructure maintenance and support, of which at least 5 years must be at a management level Experience in a high technology electronic operations environment with in-depth knowledge and understanding of aeronautical communication, navigation and surveillance systems is required Experience in the design, installation, and operation of ATM CNS (Air Traffic Management Communication, Navigation and Surveillance) systems infrastructure and services in a commercial environment Personal Attributes High level of drive and determination High energy level Credible on the spot decision making ability (crisis management, contingency planning) High level of organizational skills High confidence level Knowledge Required Knowledge of cloud technologies (Infrastructure or DevOps or Solution Architecture) Service management and governance frameworks Sound understanding of systems engineering management principles. Detailed understanding of the role of ATNS and the operation, maintenance and support of air traffic services, systems and equipment. In-depth working knowledge of ICAO (International Civil Aviation Organisation) global and regional plans and SA regulatory practices. Working knowledge of International Telecommunications Union (ITU) regulations Knowledge of ATNS quality management system Do you require help with the registration process? By clicking on the above you are agreeing to this site's Terms of Use .Read our full Data Protection Policy here . To ensure safe access to your data, your password needs to meet the below minimum requirements:Minimum of 6 characters longMinimum of 1 numeric character (0 - 9)Minimum of 1 lowercase character (a - z)Minimum of 1 uppercase character (A - Z)Minimum of 1 special character, for example @!?#$%... Will be used for account recovery in the case that you no longer have access to the supplied email address. 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