ICT Team Lead

Role overview:

The Information and Communication Team Leader oversees the management, security, and effective operation of the organization’s Information and Communications Technology (ICT) systems and infrastructure, ensuring alignment with approved business strategies. This role requires a strong understanding of ICT principles, along with proven leadership in directing both business and operational technology functions.

Main Duties and Responsibilities:

Leadership & Supervision

• Lead and coach the ICT team: Applications Support, ICT Coordinator, Help Desk Coordinator, and two ICT support personnel.
• Set priorities, assign work, conduct daily stand-ups, and ensure SLA adherence.
• Maintain duty rosters and escalation paths for 24×7 plant support

ICT Operations Management

• Oversee availability and performance of enterprise IT (email, ERP/finance, Payroll 123, Success Factors, document management) and operational technology (OT)supporting plant systems (e.g., historian servers, patch management gateways, interfaces with SCADA/DCS—where applicable via engineering).
• Manage backups, disaster recovery (DR) readiness, patching cycles, and configuration management.
• Ensure network stability, data integrity, and system availability across the organization.

Help Desk Oversight

• Manage help desk operations to ensure timely resolution of user issues.
• Monitor ticketing system performance and escalate critical issues as needed.
• Run the service desk function: ticket triage, prioritization, escalation, and closure.
• Maintain a knowledge base and self-service portal; monitor trends to reduce repeated issues.

Cybersecurity & Compliance

• Enforce cybersecurity policies across IT/OT environments; coordinate vulnerability scanning and remediation.
• Manage identity & access management (IAM), MFA, privileged access, and endpoint protection.
• Coordinate with Internal Audit and Compliance for control testing; ensure regulatory and public sector compliance (records retention, data protection).
• Project and Change Management
• Lead ICT-related projects (e.g., upgrades, migrations, ERP enhancements).
• Coordinate with internal stakeholders and external vendors to meet project timelines.
• Lead ICT projects (upgrades/migrations/cloud/hardware refresh), ensuring minimal disruption to plant operations and finance close cycles.
• Manage the ICT Change Management process ensuring change record, risk assessments, rollback plans, and stakeholder sign-offs.

Vendor & Contract Management

• Manage relationships with ICT service providers and suppliers.
• Review and approve ICT-related procurement requests within budgetary limits.
• Manage OEM and MSP contracts and SLAs (network, security, ERP, telecoms, cloud).
• Oversee renewals, licensing compliance, and support escalations; verify service credits and KPI reporting.

Reporting & Documentation

• Prepare and submit weekly operational reports and monthly performance dashboards.
• Maintain accurate documentation of systems, processes, and configurations.

Budget & Resource Management

• Monitor ICT departmental budget and control costs.
• Ensure optimal utilization of resources and recommend improvements.
• Ensure stock of spares, licenses, backup media, and critical support arrangements.

Performance Parameters:

• System Availability: Maintain ≥ 99% uptime for critical ICT systems (ERP/finance, payroll, email, network core, plant OT interfaces).
• Service SLAs: ≥ 90% of priority tickets resolved within SLA; P1 incidents acknowledged ≤15 minutes, service restored ≤4 hours (target).
• Cybersecurity: No major breaches; critical vulnerabilities remediated within policy windows (e.g., 14days); 100% MFA coverage for privileged accounts.
• Security Compliance: Zero major security breaches or audit non-compliance.
• DR Readiness: Quarterly backup restore tests passed; annual DR exercise completed with documented lessons learned.
• Project Execution: Deliver ICT projects on time and within budget.
• Team Performance: Foster a high-performing ICT team with clear roles and responsibilities.
• Stakeholder Satisfaction: Achieve positive feedback from internal users on ICT support and service quality.

Desired Skills and Experience:

• BSc. Computer science or Information Technology
• Post graduate qualifications or certification will be an asset
• At least seven (7) years’ experience in Information Technology in a large energy utility or industrial organization with similar business and operational ICT functions, including five (5) years in a managerial role overseeing project management, networking and system design/ implementation in the power generation industry.

Skills:

• Project management skills and experience in transitioning business processes from stand-alone semi-computerized systems to fully networked computerized systems are essential.
• Skills and experience in business process re-engineering is desirable.
• Knowledge and experience of operational systems (Maximo, Microsoft office/Share-point and telephony) and associated private and public telecommunications infrastructure, including fiber optics and power line carrier is desirable.
• Must possess the ability to lead and motivate staff during times of major change and must have the skills to develop the ICT team’s technical capacity, professionalism, and commitment.
• Excellent communication skills
• Ability to maintain confidentiality on sensitive information
• Proven ability to create and sustain effective working relationships in a team environment.
• Ability and willingness to respond to plant emergencies as required

Duration:

• 3 months