Senior Infrastructure Specialist
SENIOR INFRASTRUCTURE SPECIALIST
WOOLWORTHS FINANCIAL SERVICES
OBSERVATORY
MAIN PURPOSE:
To manage the sustainable provision of suitable IT hardware and relevant software services relating to operating system services for WFS across multiple platforms. This includes all servers, operating system requirements, telephony and other infrastructure both on premise as well as on hosted environments for the 500+ seat WFS call centre.
KEY RESPONSIBILITIES:
- Operational Delivery, Support and Maintenance
- SLA Management
- Information Security and IT Risk Management
- Technology Enhancement
- Projects
- Relationship and Stakeholder Management
- Staff and Talent Management
FUNCTIONAL COMPETENCIES
- Project Management
- Systems Thinking
- Product Knowledge (WFS and Absa Specific)
- COBIT
- IT Infrastructure Library (ITIL)
- IT Cost Optimization
- IT Agility
- IT Infrastructure Management and Maintenance
- IT Compliance and Governance
- Systems Architecture
- IT Services Outsourcing
- Core Contact Centre Technologies
- IT Equipment and Services in WFS
- Infrastructure Design
- Infrastructure Migration
- Production Support and Systems Maintenance
- IT and Business Alignment
TECHNICAL COMPETENCIES
- In-depth experience of server, operating, and desktop systems (including MS Server series, MS Windows, VM Ware, Unix, Informix and Oracle databases, contact centre technologies, PABX, ACD systems, contact centre CRM systems, process automation, scanning and OCR systems, outbound dialling, voice recording, AaaS).
- An awareness of mainframe operating systems would be an advantage.
- Understanding of networking technologies and protocols (including VPN, VOIP, IP).
- Understanding of multi-cloud environment support management
- In-depth understanding of the Systems Development Lifecycle
MINIMUM QUALIFICATION:
- Applicable 3 year IT degree or diploma.
- Applicable Post graduate IT/Business qualification
EXPERIENCE REQUIRED:
- 5 years+ experience in a technical role supporting a Call Centre environment of > 300 agents
- Experience in supporting cloud hosted technology stack
At Woolworths, QUALITY is our DNA, it’s our philosophy, it’s how we’re wired. It’s what we do, and how we do it, since 1931. It’s our passion, our obsession and the promise we make to our customers and to each other.
We are a business led by our values, with every customer we serve, every product we sell, every decision we make, bringing quality to life. Our values inform and underpin the way we do business. From values based leadership to passionate brand advocacy, we seek to embed our values across all dimensions of our business.
At Woolies we offer a unique blend of food, fashion, beauty, homeware and financial services with the vision to be a leading fashion retailer in the Southern Hemisphere. We employ over 31 000 people in South Africa and over 43 000 people across the Group in South Africa, Africa and Australasia to transform this vision into reality.
Doing business responsibly, in the most transparent and ethical way, sits at the heart of the Woolworths business. Sustainability is one of our values as well as a strategic imperative. We rely on our employees to be the creative and innovative hub of our business through the integration of sustainability initiatives into everything we do. Through the collective efforts, commitment and support of our people, suppliers and customers we continue to make great progress on our journey to leave the world and our community in a better place than we found it.