Network and Infrastructure, Manager - Retail

Team Structure:

Reporting directly to the IT Controller, this role involves leading a team of 4 IT professionals and ensuring the seamless operation of the retail IT ecosystem.

Job Scope:

1. Infrastructure & Network Planning and Management:
   • Design and implement IT infrastructure strategies to support retail operations and corporate initiatives.
   • Manage the physical and virtual environments, including servers, storage systems, and networking components.
   • Implement monitoring tools to track performance, availability, and security of networks and infrastructure.
   • Generate regular reports on key metrics for management review, identifying trends and areas for improvement.
   • Ensure optimal configuration, performance, and maintenance of network equipment such as routers, switches, firewalls, and wireless access points.
2. Support for Retail Operations:
   • Provide end-to-end support for retail operations, including point-of-sale (POS) systems, logistics, inventory management, and warehouse operations.
   • Troubleshoot and resolve technical issues promptly to minimize disruption to operations.
3. End User Computing (EUC) Support
   • Oversee the deployment, management, and maintenance of laptops, desktops, mobile devices, and associated peripherals.
   • Establish and enforce device policies, configurations, and security standards for endpoints using tools such as Microsoft Intune or Group Policy.
   • Provide technical support for Microsoft products (Office 365, Teams, SharePoint) and troubleshoot issues as needed.
   • Maintain an accurate inventory of IT assets and ensure compliance with lifecycle management policies.
   • Proactively address user needs by identifying recurring issues and implementing preventive measures.
4. Cyber Security Management, Disaster Recovery and Business Continuity:
   • Develop and implement cybersecurity protocols in partnership with the Group Cyber Security team to protect sensitive data and infrastructure from breaches.
   • Conduct regular security assessments and vulnerability testing on networks and systems.
   • Work with relevant teams to develop and regularly test disaster recovery and business continuity plans, ensuring rapid recovery from disruptions.
5. Budgeting and Resource Allocation:
   • Assist in the preparation and management of budgets related to IT infrastructure and network operations.
   • Evaluate IT vendors and service providers, negotiating contracts and ensuring compliance with agreements.
6. Leadership and Team Management
   • Supervise and mentor a team of four IT professionals, setting clear objectives and conducting regular performance reviews.
   • Assign and prioritize tasks to ensure smooth day-to-day operations and project delivery.
   • Foster a culture of collaboration, continuous learning, and innovation within the IT team.
   • Coordinate with other departments to align IT services with business objectives and retail-specific requirements.

Key Performance Indicators (KPIs):

1. Network Uptime & Infrastructure Performance::
   • Target: Maintain a network uptime of 99.9% or higher across all stores, warehouses, and data centers.
2. Incident Response and Resolution Time:
   • Target: Achieve an average critical incident response time of less than 20 minutes, and resolution time within 1 hour.
3. Security Incident Rate:
   • Target: Reduce the number of security incidents affecting IT infrastructure by 15% year-over-year through proactive measures.
4. User Satisfaction Score:
   • Conduct regular user surveys to determine satisfaction with IT Network and Infrastructure services and support, targeting a satisfaction score of 95% or higher.
5. Project Completion Rate:
   • Measure the percentage of IT infrastructure and networking projects completed on time and within budget, with a target of 95%.
6. Compliance and Audit Scores:
   • Ensure 100% compliance with internal and external audits related to network security and data protection policies.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 5-7 years in IT infrastructure and network management, with at least 3 years in the retail industry.
• Technical Skills: Proficient in network design, firewalls, security protocols, virtualization, cloud services,  Microsoft technology (Office 365, Azure, Intune, and Active Directory) and cybersecurity frameworks.
• Other Skills: Strong problem-solving skills and a proactive approach to identifying and addressing technical issues. Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders
• Certifications: Relevant certifications such as Cisco Certified Network Professional (CCNP), Certified Information Systems Security Professional (CISSP), or ITIL are preferred.

Work Environment:

• Primarily office-based with required travel to retail locations, warehouses, and data centers.
• Availability for after-hours support for critical incidents and scheduled maintenance.