Specialist - Office 365.Technology Information

Mission/ Core purpose of the Job

• Efficient Operation and Optimisation: Ensuring the efficient operation and optimization of O365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and the Security & Compliance Center
• Technical Support and Troubleshooting: Providing technical support and troubleshooting for O365-related issues, ensuring prompt resolution of any problems
• Security and Compliance: Implementing security measures such as multi-factor authentication (MFA), conditional access policies, and data loss prevention (DLP). Ensuring compliance with organizational and regulatory standards
• Collaboration and Integration: Collaborating with other IT teams to integrate O365 with existing systems and supporting the migration of email and data from legacy systems to O365
• User Training and Support: Providing end-user training on O365 tools and best practices, and addressing user support tickets
• Performance and Reporting: Generating reports on O365 usage, performance, and security, and implementing necessary improvements

2.1 Context (Global influences, environmental / industry demands, organisational mission etc.)

• The stability of systems is closely linked to MTN SA’s image, and loss of stability results in immediate revenue loss. Over 6000 internal users, over 400 vendors/partners, as well as some systems being directly exposed to the customer base.
• There are a few suppliers who need to be managed, and their individual components made to function as a whole
• Highly Critical environment needing core focus on Tactical and Operations Plans for Security Threats/Risks, Backup/Recovery, Business Continuity, Capacity Management, and other disciplines
• MTN SA OPCO is a Dynamic Telecoms industry
• Convergence of IS and Telco and the move to ICT
• Complex interfaces between both internal and external technologies and service providers
• High change rate of IT technologies and architecture
• Conflicting demands between business and technology
• Pressure to increase agility and reduce operational cost
• Business demand for 24x7x365 availability
• O365 computing infrastructure investment is projected to be more than 60% of all IT infrastructure spend worldwide in 2023. This growth is driven by flexible O365 resources that enhance efficiency and productivity for technology decision-makers.
• There are two stages of O365 maturity globally. The first stage involves adopting the O365 for essential cost reduction (operational expenditure and capital expenditure). The second stage links O365 investments to positive business value. These two stages are converging rapidly.
• Strong data privacy protection and governance are essential for O365 adoption. However, perceptions of national data sovereignty and privacy frameworks vary, highlighting the need for global standards.
• O365 assets raise cybersecurity concerns, but they are necessary for growing AI and automation. The zero-trust user paradigm has gained wide acceptance across industries, with 86% of respondents using zero-trust architecture.
• O365’s scalability mitigates compliance issues related to security, privacy, and environment, social, and governance (ESG).
• Many organizations use O365 tools for ESG reporting and compliance, as well as to enhance diversity, equity, and inclusion (DEI) compliance

Infrastructure and Cloud Context

Infrastructure and O365 Context

• Dealing & communicating with multiple departments within our organization.
• Your day-to-day activities may include configuring O365 servers, developing automation scripts, monitoring system performance, and troubleshooting issues that arise. Additionally, you may work with other IT professionals to integrate O365 solutions with existing systems or to plan migrations to the O365. A successful candidate for this role should possess a strong understanding of O365 computing, virtualization, and networking, as well as experience with infrastructure as code tools.
• Understanding underlying Infrastructure technical topologies, including (Databases, Networking, Storage, virtualization, Hardware, HCi/MCi, load balancers & Firewalls)
• Knowledge of Data center layout & design
• Following all IS internal processes and policies including ITIL/ITOM/ITSM process.
• In conjunction with Internal Audit and IT Security, ensure business objectives and risks are effectively managed.
• Evaluate and recommend necessary changes in performance tuning, infrastructure design, and monitoring.
• Conduct extremely complex technical evaluations and suggest proposed physical architectures along with detailed designs.
• Analyse problems, evaluate technical issues, test, maintain, modify, integrate, monitor and ensure to automate software systems.
• Conduct long-range strategic plans of IT infrastructure plus operational aspects of application execution within infrastructure.
• Handle organization-wide Windows-based application projects of complex to ensure application's optimal performance and related infrastructure.
• Execute technology successfully with minimal downtime as well as minimal disruption.
• Write infrastructure-related scripts to automate all manual tasks plus streamline operational activities.
• Involve actively in teams of cross-functional project to assist solve problems inclusive of different technologies straddling multiple work groups.
• Conduct complex technical evaluation, and design review and recommend proposed physical and logical designs
• Excellent troubleshooting skills for infrastructure, application, and database errors for performance issues
• Working knowledge of the basic O365 infrastructure (IaaS) components
• Create and implement scripts for O365 platform monitoring and alerting purposes
• Troubleshoot and resolve complex issues related to system performance, network and storage
• Gather performance and data usage statistics for capacity planning and reporting
• Work closely with IT security to monitor the company’s O365 privacy.
• Offer guidance in infrastructure movement techniques including bulk application transfers into the O365.
• Identify the top O365 architecture solutions to meet the strategic needs of the company successfully.
• Handle and resolve infrastructure issues.
• Collaborate with team members to improve the company’s O365 management and deployment plans.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Task Complexity

Role Complexity/ Task Complexity

Financial Management

• Contribute to budget forecast, planning and development in line with MTN SA financial requirements
• Identify and eliminate non-contributory expenditures
• Completion, presentation and approval of Business Cases for owned Projects (CAPEX)
• Provide Technical and Financial input to non-owned Projects

Contract Management

• Assist Commercial and Procurement with Technical Consultation in contract negotiations with Vendors
• Provide Technical content for RFP’s and RFQ’s
• Assist Commercial and Procurement with the Technical evaluation of RFP’s and RFQ’s

Capacity Management

• Plan and Maintain capacity on infrastructure building blocks
• Identify initiatives that will free up capacity (over allocated environment or unused environments)
• Identify initiatives that will reduce Software Licensing requirements (Server virtualisation, Core reduction on Enterprise Platforms Etc.)
• Manage capacity based on organic growth and project related requirements

Vendor Management

• Maintain vendor interaction for infrastructure platforms, designs and technologies
• Manage dependencies between multi sourcing vendors
• Maintain the relevant MTN SA vendor relations
• Ensure that the vendor provide the maximum value at a minimum cost to MTN SA

Asset and Configuration Management (Hardware and Software)

• Implement asset management lifecycle practices are followed (plan, procure, upgrade/optimise, retire)
• Document Infrastructure assets in the CMDB
• Ensure that the relationships between Infrastructure CI’s in the CMDB is defined to such a degree that the CMDB represents the Physical Operations Model of the Infrastructure Layers of for the infrastructure designs

Project Management

• Provide prioritisation for IS Projects
• Complete Project Terms of Reverence Documentation or review/approve Statement of Work documentation provided by Vendors
• Track Project Budgets, Sign-off Project Milestones and Invoices
• Fulfil the Role of Project Owner for Infrastructure Services - IS Planning and Scheduling owned Projects
• Fulfil the role of Infrastructure Architect, if required on non-owned Projects
• Conduct regular meetings where projects, goals, objectives, performance, risks, issues and mitigation plans are presented and discussed
• Ensure that Policies, Procedures and Project Governance are followed in the execution of the Project
• Ensure and manage optimal performance of contracted or projected resources

Demand Management

• Execute on the agreed Infrastructure Services - IS Planning and Scheduling Business Plan within the constraints of approved Budgets
• Manage demand for unplanned infrastructure requirements
• Assist other departments with Infrastructure Requirements (non-owned) by providing technical input into Business Cases, obtaining Quotes (in conjunction with Procurement) and assisting with the procurement of the Infrastructure, Services or Software Licensing
• Action day to day requests for O365 support raised by Business

Software Licence Management

• Manage Software licensing of Vendors like Microsoft
• Implement initiatives that can reduce Licensing costs
• Report on Software Licensing Maintenance/Support Contracts

Continuous Improvement and optimisation

• Infrastructure Services - IS Planning and Scheduling and Infrastructure Services – Operations will function as a cohesive Unit
• Discuss Project Progress, and resolve issues that can impact Project timelines
• Resolve any capacity or operational issues raised by operations and, if required, update or change Infrastructure designs and capabilities
• Provide Operations the opportunity to provide input into the Infrastructure Roadmaps and Blueprint designs
• Meet with Vendors on a regular basis to discuss opportunities for optimization and cost reduction
• Research new Infrastructure Technologies and conduct Proof of Concept Projects to demonstrate possible value to Business

O365 Management

• Design, build, and manage the O365 infrastructure environment.
• Work closely with IT security to monitor the company’s O365 privacy.
• Offer guidance in infrastructure movement techniques including bulk application transfers into the O365.
• Identify the top O365 architecture solutions to meet the strategic needs of the company successfully.
• Handle and resolve infrastructure issues.
• Collaborate with team members to improve the company’s O365 management and deployment plans.
• Perform O365 servers including security configurations, patching, and troubleshooting.
• Develop and organize O365 systems.
• Work closely with the development team to identify and ensure that the O365 solutions meet company standards of reliability.
• Implement and automate security controls, governance processes, and compliance validation.
• Manage disaster recovery and create backup policies.
• Utilize technology to automate tasks and reduce manual efforts.
• Design and deploy secure, scalable, and robust O365 environments
• Implement and optimize O365 infrastructure for best cost, performance, and security
• Develop scripts for automating O365/server functions
• Ensure business continuity through effective disaster recovery and backup procedures
• Manage and troubleshoot the O365 infrastructure
• Implement O365-specific best practices and standards
• Work collaboratively with software engineering to define infrastructure and deployment requirements
• Monitor system performance and ensure reliability and availability
• Conduct technical reviews and audits of O365 infrastructure
• Stay current with industry trends and recommend changes to maintain competitive advantage

Infrastructure Design

• Complete infrastructure designs to the appropriate level of detail, ranging from simple capacity increases, build documents (simple requirements) to complex detail Infrastructure Designs (new implementations like Exchange, LYNC and SQL 2014)
• Upgrade, revise and optimise infrastructure based on changing business and operational requirements
• Provide Infrastructure Design Services to other Business units like Group, EBU and Service Delivery
• Design, implement and optimise Infrastructure Building Blocks like Enterprise Oracle Database and Application Platforms, Virtualisation Platforms, Shared SQL Database Farms, Tapeless Backup platforms, Shared Storage Platforms
• Compile Infrastructure Blueprints and roadmaps

Infrastructure Implementation

• Assist Infrastructure Services – Operations and Data Centre Manager in A and B Power Testing in IS Data Centres
• Assist Data Centre Manager in the implementation of Data Centre Best Practices (Hot Cold Isle, Cooling, Cable management, rack utilization etc.)

Business Continuity

• Provide the infrastructure capability to implement a Disaster Recovery Plan in conjunction with outsourcer, other IS Departments, vendors and partners

Governance

• Ensure that corporate governance is implemented and adhered
• Compliance and adherence to MTN SA Policies and Standards and remediation of audit findings
• Ensure alignment with Best Practices (ITIL, TOGAF, eTOM, CoBIT, PMP, others) and ensure updates to Practices
• Ensure focus on IT Security, Governance and Best Practice Controls via established and continuously evolving methods of mitigating current/future threats
• Define auditable processes and governance that will ensure the delivery of quality Infrastructure deployments

Communication and co-ordination

• Support the development and maintenance of sound interworking between Infrastructure Services - IS Planning and Scheduling, Infrastructure Services – Operations and other departments like Service Delivery, EBU and Group
• Interface with other areas of the MTN SA business for effective customer support, reporting on business KPIs as appropriate
• Interface effectively with vendor interfaces for function specific products and services systems
• Ensure rapid response and appropriate support for high value customers and efficient and effective support is provided for all customers

Monitor and manage overall customer satisfaction

Audit Management

• Create and approve documents prior to issue
• Communicate to interested parties about new or changed documents
• Review and maintain documents as necessary
• Ensure that changes and the current revision status of documents are identified
• Ensure that relevant versions of applicable documents are available at points of use
• Ensure that documents are readily identifiable and legible
• Ensure that documents of external origin are identified and their distribution controlled
• Prevent the unintended use of obsolete documents and apply suitable identification to them if they are retained

Plan new or changed services

• Ensure planning for the new or changed services are conducted on time
• Authorise design, development and transition activities
• Communication to relevant parties
• Identify, assess and manage risks
• Test new or changed services
• Expected outcomes from delivering the new or changed services, expressed in measurable terms.

Job Requirements (Education, Experience and Competencies)

Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.

• Research new Infrastructure Technologies and Conduct Proof of concept Projects to demonstrate possible value to Business
• Business improvements to meet operational and in turn organizational requirements
• Knowledge transfer between Infrastructure Architects with different Specialities
• Problem-solving and lateral thinking
• Continuous reassessment, improvement and analysis of existing processes and policies
• Continuous improvement in cost, quality, service, and Operational product innovation
• Automation of manual tasks which results in efficient resource utilization and improved service availability
• Be proactive in anticipation of new technologies resulting in continuous service improvement
• Utilise MTN SA Academy/U-learn platforms to grow Technical experience and knowledge

Vulnerabilities (control span) Refers to the latent difficulties or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact .

• Budget constraints
• Downtime approval for the upgrade or refresh of existing production environments
• Short deadlines for implementing change
• MTN SA / MTN SA Group expansion
• Re-prioritization of resources and projects
• Cross-functional teams and command thereof.
• Systems interdependencies and complexities
• Outsourced and external service provider support as well as operational dependencies
• Obsolete technology
• Pace of changing customer requirements
• Exchange rate fluctuations affecting budgeted Capex
• Changes in supplier alliances and technology roadmaps
• Business pressures based on fluctuating prioritization of projects
• Business understanding of planned or implemented technologies

Independent thought and Judgment: Relates to the decision-making constraints placed upon a position or conversely, the degree of freedom in decision-making. At the discretion of the Line Manager

• Decision-making and ownership of problems & projects
• High-stress environment where faith in staff & good judgment is required
• Contracts and tenders’ evaluation, recommendation and sign-off
• Escalation, technical liaison, report generation
• System selection and motivation
• Ability to plan and coordinate
• Board paper submission - Ability to present
• Personal discretion in determining appropriate approach to identify gaps relating to infrastructure building blocks and Business systems

Education

Education

• Minimum 3 year Diploma or Degree in Information Systems or Engineering (Bsc IT, Bcom IT, Diploma IT)
• Azure fundamentals, Azure administrator, Microsoft Azure Infrastructure Solutions, Microsoft Azure Architect Technologies
• Virtualization, SAN, Networking certification, server Infrastructure
• Any other qualification or certification relating to the job profile will be welcomed.

Experience

• Extensive experience with multi-tier systems and supporting application and infrastructure deployments
• Knowledge of various infrastructure technologies such as server clustering, intra-site load balancing, fail-over replication and mirroring, and identity management
• Ability to analyse problems, drive issues to resolution
• Strong interpersonal, communication skills are essential
• Must be able to lead and drive collaborative work sessions
• Must work well in a fast-paced, dynamic environment and be able to manage multiple tasks, projects, and initiatives all with different priorities at the same time
• 5 years of working with Microsoft 365 suite

Training

• IT-related training and Technology specific certification
• Architecture framework-related training – eg TOGAF
• Project Management, General Management
• ITIL Foundation Certificate
• Infrastructure-related training or certifications

Competencies

Knowledge

• Knowledge of the Telecommunications industry is an advantage.
• Ability to understand how the IT technology supports the business
• Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
• Ability to assimilate information into an actionable model and plan
• Strong OS, DB, Storage, HW and Networks knowledge
• A good understanding of available and emerging IT technologies

Skills / physical competencies

People management skills.

• Business acumen
• Strong Negotiating skills
• Project Management and Planning skills
• Strong analytical, problem-solving, and conceptual skills
• Good interpersonal skills for written, oral and face-to-face communications
• A good understanding of statistical and analytical principles and processes
• Ability to work effectively with clients, management and staff members
• Resourceful
• Be Innovative
• Integrity
• Perseverance

Authorities

Authorities: At the discretion of the Line Manager

• Supplier input
• Input on Service Level Agreements
• O365 Budget input
• Input on where to apply IS CAPEX and maintenance/operating budget

Collaboration (Formal and Informal Relationships)

Responsibility towards: who are they and what do they receive from the incumbent.

• All MTN SA divisions: Group, EBU, Service Delivery, Enterprise Services and Commercial Management
• Key Customers: All functions within the IS division and shared technical support areas within the business
• Key Suppliers: Supplier representatives from key vendors to handle technical specifications, contracts and orders
• Matrix reports: Influence and work with senior technical professionals in developing infrastructure design and strategies. May lead cross-functional and divisional teams

Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making. At the discretion of the Line Manager

• Decision-making and ownership of problems & projects
• High-stress environment where faith in staff & good judgment is required
• Contracts and tenders’ evaluation
• Escalation, technical liaison, report generation
• Input on system selection and motivation
• Ability to plan and coordinate
• Ability to present
• Personal discretion in determining the appropriate approach to identify gaps relating to infrastructure building blocks and Business systems

General working conditions

• Driver’s license
• Own transport to travel to site, clients and suppliers and for support
• Tools: Cell phone (data and GPRS), Laptop, data card, data SIM
• May be required to work extended hours be it overtime or Standby
• Needs to be able to work in a high-pressure environment and must be delivery-focused
• Must be able to motivate others and take final accountability for infrastructure operational requirements

The KPA Quality standards of this job function are

• Platforms: Ensure Infrastructure Building Block capacity and capability
• Platforms: Ensure Infrastructure Building Block quality and performance
• Promptness, quality and accuracy of management reports and projects dashboards
• Provide input to 3 year rolling plan, produced annually
• Update Tactical Plans – annually for infrastructure
• Project Delivery – as per agreed governance and milestones
• Customer Project Delivery - as agreed in Personal KPA’s
• Systems availability and uptime - as agreed in Personal KPA’s
• Internal Process – Project Delivery and Contracted initiatives - as agreed in Personal KPA’s