Background

The Zambia Information and Communications Technology Authority (ZICTA) is a statutory body established under the Information and Communication Technologies Act No. 15 of 2009 to regulate the Information and Communication Technology (ICT) sector. ZICTA is also responsible for the regulation of the Postal and Courier Services sector in the country.

Purpose of the Job

To support the delivery, management, and optimization of hosted services, virtualization platforms, cloud integrations, and user support operations by ensuring efficient deployment, configuration, and management of IT infrastructure services, and coordinating first-line technical support.

Statements of Main Responsibilities

1. Virtualization and Cloud Service Management

• Configure and deploy virtual machines, containers, and cloud-based services in line with system specifications and requirements to ensure a stable and scalable service environment.
• Manage service-catalog entries, ensuring all virtualized environments and services are accurately documented and available for consumption according to organizational needs.
• Implement and manage cloud integrations, ensuring that hosted services are seamlessly integrated with cloud platforms to support business functions effectively.

2. Performance Monitoring and Capacity Management

• Monitor CPU, memory, and storage utilization across hosted services, virtual machines, and cloud instances to ensure optimal performance and resource allocation.
• Recommend capacity adjustments based on system performance data to ensure infrastructure meets current and future demands, providing proactive solutions to potential resource shortages.
• Conduct regular performance reviews, analyzing trends in resource usage and suggesting optimizations to improve system efficiency.

3. Service Configuration and Documentation

• Maintain up-to-date service-configuration records, ensuring that all service specifications, including virtual machines, containers, and cloud resources, are documented accurately for reference and troubleshooting.
• Monitor and uphold SLAs (Service Level Agreements) by ensuring that the services provided meet or exceed agreed-upon standards for uptime, performance, and availability.
• Collaborate with cross-functional teams to ensure that service deployments align with both internal standards and business needs, maintaining consistency in service delivery.

4. Troubleshooting, Incident Management, and User Support Coordination

• Provide technical support for hosted services, virtual environments, and cloud integrations, resolving issues related to system performance, availability, and infrastructure.
• Troubleshoot issues within virtual environments, cloud integrations, and hosted services, coordinating with relevant teams for quick resolution to minimize service disruptions.
• Oversee the Help Desk/Technical Support team, coordinating first-line support activities such as incident logging, user requests handling, and initial troubleshooting to ensure timely resolution and excellent end-user experience.
• Ensure escalation of complex issues to senior engineers and appropriate teams while maintaining clear communication with end-users and stakeholders.
• Document incidents, resolutions, and support processes, maintaining a knowledge base for continuous improvement and training.

5. Continuous Improvement and Automation

• Identify opportunities for automation in virtual environments, cloud services, and infrastructure management to enhance operational efficiency and reduce manual intervention.
• Implement improvements to service delivery processes and infrastructure, ensuring that systems stay current with industry trends.

Requirements

a) General Education:

• Full Grade 12 School Certificate

b) Professional/Academic Qualifications:

• Bachelor’s degree in Computer Science, Cyber Security, Information Security, Information Technology, or any related field
• Member of ICTAZ or relevant Professional Body

c) Relevant Pre-Job Experience:

• 2 years of working experience in the Information and Communication Technology field

• Configure and deploy virtual machines, containers, and cloud-based services in line with system specifications and requirements to ensure a stable and scalable service environment.
• Manage service-catalog entries, ensuring all virtualized environments and services are accurately documented and available for consumption according to organizational needs.
• Implement and manage cloud integrations, ensuring that hosted services are seamlessly integrated with cloud platforms to support business functions effectively.
• Monitor CPU, memory, and storage utilization across hosted services, virtual machines, and cloud instances to ensure optimal performance and resource allocation.
• Recommend capacity adjustments based on system performance data to ensure infrastructure meets current and future demands, providing proactive solutions to potential resource shortages.
• Conduct regular performance reviews, analyzing trends in resource usage and suggesting optimizations to improve system efficiency.
• Maintain up-to-date service-configuration records, ensuring that all service specifications, including virtual machines, containers, and cloud resources, are documented accurately for reference and troubleshooting.
• Monitor and uphold SLAs (Service Level Agreements) by ensuring that the services provided meet or exceed agreed-upon standards for uptime, performance, and availability.
• Collaborate with cross-functional teams to ensure that service deployments align with both internal standards and business needs, maintaining consistency in service delivery.
• Provide technical support for hosted services, virtual environments, and cloud integrations, resolving issues related to system performance, availability, and infrastructure.
• Troubleshoot issues within virtual environments, cloud integrations, and hosted services, coordinating with relevant teams for quick resolution to minimize service disruptions.
• Oversee the Help Desk/Technical Support team, coordinating first-line support activities such as incident logging, user requests handling, and initial troubleshooting to ensure timely resolution and excellent end-user experience.
• Ensure escalation of complex issues to senior engineers and appropriate teams while maintaining clear communication with end-users and stakeholders.
• Document incidents, resolutions, and support processes, maintaining a knowledge base for continuous improvement and training.
• Identify opportunities for automation in virtual environments, cloud services, and infrastructure management to enhance operational efficiency and reduce manual intervention.
• Implement improvements to service delivery processes and infrastructure, ensuring that systems stay current with industry trends.

• Bachelor’s degree in Computer Science, Cyber Security, Information Security, Information Technology, or any related field
• Member of ICTAZ or relevant Professional Body