Manager of IT Operations at Hugo Technologies

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By reimagining the future of its job, Hugo is changing the course of a continent. We primarily invest on the finest African talent in order to deliver BPO excellence to our clients. Currently, African communities receive less than 2% of the $430 billion worldwide business process outsourcing (BPO) industry. This is what we are going to change.

With a focus on omnichannel customer support, digital and AI operations, trust and safety solutions, and work with some of the biggest tech and media companies globally, we are equipping the youth of the continent with university education and the skills they need to pursue fulfilling careers in the global digital economy. all the while providing our clients with excellence that surpasses the industry.

We are hiring to cover the following positions:
 

What You Are Going To Do

Hugo's growth over the past two years has been phenomenal. We've moved into new nations, amassed a community of more than 1,500 FTEs, and seen our clientele change from unregulated start-ups to publicly traded tech giants.
We are seeking an experienced IT enthusiast to assist in developing our IT operations and administrative organisation as we get ready for the next phase of expansion. In order to keep things going in this direction, we need to "level up" our IT operations and IT infrastructure.

You will assist the Head of IT Operations in carrying out his duties as an IT Operations Manager.

You will be in responsible of overseeing Hugo's daily IT operations and making sure that our IT systems are dependable, secure, and effective.

The perfect applicant will have a solid foundation in IT operations, good leadership qualities, and the capacity to work well in interdisciplinary teams.

Principal Accountabilities:

Managing Infrastructure (Networks, Servers/Cloud, and Storage)

Examine As-is to set up and keep the complete infrastructure environment's documentation current.
Install, set up, and manage cloud hosting infrastructure along with scalable WAN, VPN, and WLAN architecture.
Oversee the VPN's hardware, including the connections, user accounts, cost control, and monitoring.
Manage day-to-day activities, offering HLS (Higher Level Support) and promptly resolving escalations.
Install and run a network management system to enable analytics and proactive monitoring.

For incident triage, network correlation, and security control implementation, communicate with IT Security.
Manage the IT rooms' networks, servers, and electricity as well as the physical security, upkeep, solutions, and initiatives.
Create and carry out an IT Disaster Recovery (ITDR) programme to ensure business continuity.
Create and put into place standard operating procedures to raise the maturity of your process.

User (Onsite & Wfh) and Asset Support:

• Oversee the Helpdesk/Support function to deliver exceptional support within agreed SLAs.
• Ensure device readiness (setup, configuration, and installations) for user onboarding.
• Deploy, configure, and manage a helpdesk system to improve efficiency and user productivity.
• Drive internal customer engagement to determine support needs and interventions.
• Provide connectivity monitoring solutions for remote work.
• Develop a dashboard for SLA performance tracking and analytical insights.
• Oversee the asset (hardware & software) lifecycle from acquire to retire for value realization and security.
• Design and implement standard operating procedures to improve process maturity.

Delivery Management:

• Partner with business stakeholders to identify needs, pain points and improvement opportunities.
• Serve as technical lead for the execution of infrastructure-related projects and initiatives. ensuring delivery on time, budget, scope, and requirements.
• Evaluate supplier performance and manage relationships to ensure service value realization.

What success in this role looks like

• Short-term: Implementation of quick wins from gap assessment performed.
• Mid-term: A secure, standardized, and scalable infrastructure environment, supported by well-designed and operationalized processes to drive operational excellence.
• Long term: A high maturity function benchmarked against industry standards, that exhibits proactiveness, agility, integrated processes and a culture of continual service improvement to drive business growth.

Requirements
What you’ll need to apply:

• 7+ years work experience with certifications like Network+, PMP, ITIL, CISA, CISSP, Azure, AWS etc.
• Experience implementing standards such as ISO 27001, ISO 22301, SOC 2, NIST, PCI-DSS, etc.
• Extensive and demonstrable hands-on experience designing, configuring and managing IT infrastructure.
• Expertise in Endpoint Deployment Automation, AWS Hosting, Google Workspace, Cloud Directory Services, VPN Client-Server Architecture, Cisco/Ubiquiti networks, Slack Communication Platform etc.
• Experience operating successfully in startup/scaleup environments, combined with an understanding of what target state IT operations maturity looks like in large scale organizations.

Our interview Process

• Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail
• Deep dive interviews: Typically 3 interview stages designed to probe deeply the extent to which you have the skills, mindset, and behaviors to succeed in the role and at Hugo
• Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise(NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company)
• Meet the team: We conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into our culture, environment and, yes, challenges(!)

Equal opportunity statement:

• Diversity, equity, and inclusion are part of our DNA. But we won't be resting on our laurels as we scale. Promoting and, where possible, improving diversity, equity, and inclusion as a values-based and commercial necessity.
• We’re an equal-opportunity employer. So, all applications will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

Salary
N1,000,000 - N1,500,000 / month.

Application Closing Date
18th March, 2024.