ICT Operations Lead
2025-09-18T08:00:20+00:00
Kuala Tech Limited
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_7153/logo/Kuala%20Tech.jpeg
https://www.greatzambiajobs.com/jobs/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Information Technology
Computer & IT
2025-09-24T17:00:00+00:00
Zambia
8
JOB SUMMARY
The ICT Operations Lead is responsible for managing and optimizing the organization’s IT infrastructure, operations, and security to ensure reliability, performance, and scalability. The role involves leading a high-performing IT operations team, managing budgets and vendors, ensuring compliance with regulatory requirements, and aligning IT operations with business strategy. This position plays a critical role in enabling Kuala Tech and its clients to achieve operational excellence and innovation through technology.
KEY RESPONSIBILITIES
TEAM LEADERSHIP & DEVELOPMENT
- Lead, mentor, and develop a high-performing IT operations team.
- Assign tasks, set priorities, and monitor performance against KPIs.
- Foster a collaborative, innovative, and supportive team culture.
- Identify skills gaps and provide training, certifications, and career development opportunities.
- Implement succession planning for critical IT roles.
IT INFRASTRUCTURE & SERVICE MANAGEMENT
- Oversee the design, implementation, and maintenance of IT infrastructure, including networks, servers, systems, and cloud environments.
- Ensure optimal performance, reliability, and security of IT systems.
- Establish and enforce IT policies, procedures, and standard operating practices.
- Supervise service desk/helpdesk operations, including ticketing, incident logging, and escalations.
- Align IT operations with ITIL best practices for incident, problem, change, and release management.
SECURITY, RISK & COMPLIANCE
- Lead cybersecurity initiatives, including firewalls, endpoint protection, patching, and intrusion monitoring.
- Develop and maintain disaster recovery (DR) and business continuity plans.
- Ensure secure and regular data backups with tested recovery procedures.
- Maintain compliance with data protection regulations (e.g., Zambia Data Protection Act) and industry standards (e.g., insurance regulatory requirements).
- Support internal and external IT audits, ensuring audit readiness.
INCIDENT & PROBLEM MANAGEMENT
- Establish and manage incident response processes to minimize downtime.
- Coordinate resolution of critical IT issues with internal teams and vendors.
- Conduct post-incident reviews and root cause analyses to prevent recurrence.
- Implement preventive and proactive measures to strengthen system resilience.
CAPACITY PLANNING & PERFORMANCE MONITORING
- Forecast IT resource requirements to support business and client growth.
- Optimize infrastructure utilization and scalability.
- Implement system monitoring and performance management tools.
- Track and report KPIs/SLAs for uptime, service availability, and support efficiency.
VENDOR, BUDGET & PROCUREMENT MANAGEMENT
- Manage relationships with IT vendors and service providers, ensuring SLAs are met.
- Negotiate contracts and evaluate vendor performance.
- Develop and manage IT budgets for Kuala Tech and client projects where required.
- Conduct cost-benefit analysis for IT investments and propose improvements.
- Procure IT equipment, software, and services while ensuring optimal utilization.
STRATEGIC ALIGNMENT & COMMUNICATION
- Align IT operations with Kuala Tech’s broader digital strategy and client solutions.
- Provide technical input into business proposals, client implementations, and managed service offerings.
- Stay updated on emerging technologies and recommend adoption where valuable.
- Prepare regular reports on IT performance, risks, and opportunities for the Managing Director/CEO.
- Communicate effectively with non-technical stakeholders, translating IT strategy into business outcomes.
QUALIFICATIONS & COMPETENCIES
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Professional certifications preferred (e.g., ITIL, CCNA, CISSP, Microsoft/Azure, AWS).
- Proven track record in IT operations management, infrastructure design, and service delivery.
- Strong knowledge of IT governance, cybersecurity, cloud environments, and compliance frameworks.
- Excellent leadership, communication, and problem-solving skills.
- Ability to manage budgets, vendors, and multiple projects simultaneously
TEAM LEADERSHIP & DEVELOPMENT Lead, mentor, and develop a high-performing IT operations team. Assign tasks, set priorities, and monitor performance against KPIs. Foster a collaborative, innovative, and supportive team culture. Identify skills gaps and provide training, certifications, and career development opportunities. Implement succession planning for critical IT roles. IT INFRASTRUCTURE & SERVICE MANAGEMENT Oversee the design, implementation, and maintenance of IT infrastructure, including networks, servers, systems, and cloud environments. Ensure optimal performance, reliability, and security of IT systems. Establish and enforce IT policies, procedures, and standard operating practices. Supervise service desk/helpdesk operations, including ticketing, incident logging, and escalations. Align IT operations with ITIL best practices for incident, problem, change, and release management. SECURITY, RISK & COMPLIANCE Lead cybersecurity initiatives, including firewalls, endpoint protection, patching, and intrusion monitoring. Develop and maintain disaster recovery (DR) and business continuity plans. Ensure secure and regular data backups with tested recovery procedures. Maintain compliance with data protection regulations (e.g., Zambia Data Protection Act) and industry standards (e.g., insurance regulatory requirements). Support internal and external IT audits, ensuring audit readiness. INCIDENT & PROBLEM MANAGEMENT Establish and manage incident response processes to minimize downtime. Coordinate resolution of critical IT issues with internal teams and vendors. Conduct post-incident reviews and root cause analyses to prevent recurrence. Implement preventive and proactive measures to strengthen system resilience. CAPACITY PLANNING & PERFORMANCE MONITORING Forecast IT resource requirements to support business and client growth. Optimize infrastructure utilization and scalability. Implement system monitoring and performance management tools. Track and report KPIs/SLAs for uptime, service availability, and support efficiency. VENDOR, BUDGET & PROCUREMENT MANAGEMENT Manage relationships with IT vendors and service providers, ensuring SLAs are met. Negotiate contracts and evaluate vendor performance. Develop and manage IT budgets for Kuala Tech and client projects where required. Conduct cost-benefit analysis for IT investments and propose improvements. Procure IT equipment, software, and services while ensuring optimal utilization. STRATEGIC ALIGNMENT & COMMUNICATION Align IT operations with Kuala Tech’s broader digital strategy and client solutions. Provide technical input into business proposals, client implementations, and managed service offerings. Stay updated on emerging technologies and recommend adoption where valuable. Prepare regular reports on IT performance, risks, and opportunities for the Managing Director/CEO. Communicate effectively with non-technical stakeholders, translating IT strategy into business outcomes.
Bachelor’s degree in Computer Science, Information Technology, or related field. Professional certifications preferred (e.g., ITIL, CCNA, CISSP, Microsoft/Azure, AWS). Proven track record in IT operations management, infrastructure design, and service delivery. Strong knowledge of IT governance, cybersecurity, cloud environments, and compliance frameworks. Excellent leadership, communication, and problem-solving skills. Ability to manage budgets, vendors, and multiple projects simultaneously
JOB-68cbbc14b190e
Vacancy title:
ICT Operations Lead
[Type: FULL_TIME, Industry: Information Technology, Category: Computer & IT]
Jobs at:
Kuala Tech Limited
Deadline of this Job:
Wednesday, September 24 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Thursday, September 18 2025, Base Salary: Not Disclosed
Similar Jobs in Zambia
Learn more about Kuala Tech Limited
Kuala Tech Limited jobs in Zambia
JOB DETAILS:
JOB SUMMARY
The ICT Operations Lead is responsible for managing and optimizing the organization’s IT infrastructure, operations, and security to ensure reliability, performance, and scalability. The role involves leading a high-performing IT operations team, managing budgets and vendors, ensuring compliance with regulatory requirements, and aligning IT operations with business strategy. This position plays a critical role in enabling Kuala Tech and its clients to achieve operational excellence and innovation through technology.
KEY RESPONSIBILITIES
TEAM LEADERSHIP & DEVELOPMENT
- Lead, mentor, and develop a high-performing IT operations team.
- Assign tasks, set priorities, and monitor performance against KPIs.
- Foster a collaborative, innovative, and supportive team culture.
- Identify skills gaps and provide training, certifications, and career development opportunities.
- Implement succession planning for critical IT roles.
IT INFRASTRUCTURE & SERVICE MANAGEMENT
- Oversee the design, implementation, and maintenance of IT infrastructure, including networks, servers, systems, and cloud environments.
- Ensure optimal performance, reliability, and security of IT systems.
- Establish and enforce IT policies, procedures, and standard operating practices.
- Supervise service desk/helpdesk operations, including ticketing, incident logging, and escalations.
- Align IT operations with ITIL best practices for incident, problem, change, and release management.
SECURITY, RISK & COMPLIANCE
- Lead cybersecurity initiatives, including firewalls, endpoint protection, patching, and intrusion monitoring.
- Develop and maintain disaster recovery (DR) and business continuity plans.
- Ensure secure and regular data backups with tested recovery procedures.
- Maintain compliance with data protection regulations (e.g., Zambia Data Protection Act) and industry standards (e.g., insurance regulatory requirements).
- Support internal and external IT audits, ensuring audit readiness.
INCIDENT & PROBLEM MANAGEMENT
- Establish and manage incident response processes to minimize downtime.
- Coordinate resolution of critical IT issues with internal teams and vendors.
- Conduct post-incident reviews and root cause analyses to prevent recurrence.
- Implement preventive and proactive measures to strengthen system resilience.
CAPACITY PLANNING & PERFORMANCE MONITORING
- Forecast IT resource requirements to support business and client growth.
- Optimize infrastructure utilization and scalability.
- Implement system monitoring and performance management tools.
- Track and report KPIs/SLAs for uptime, service availability, and support efficiency.
VENDOR, BUDGET & PROCUREMENT MANAGEMENT
- Manage relationships with IT vendors and service providers, ensuring SLAs are met.
- Negotiate contracts and evaluate vendor performance.
- Develop and manage IT budgets for Kuala Tech and client projects where required.
- Conduct cost-benefit analysis for IT investments and propose improvements.
- Procure IT equipment, software, and services while ensuring optimal utilization.
STRATEGIC ALIGNMENT & COMMUNICATION
- Align IT operations with Kuala Tech’s broader digital strategy and client solutions.
- Provide technical input into business proposals, client implementations, and managed service offerings.
- Stay updated on emerging technologies and recommend adoption where valuable.
- Prepare regular reports on IT performance, risks, and opportunities for the Managing Director/CEO.
- Communicate effectively with non-technical stakeholders, translating IT strategy into business outcomes.
QUALIFICATIONS & COMPETENCIES
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Professional certifications preferred (e.g., ITIL, CCNA, CISSP, Microsoft/Azure, AWS).
- Proven track record in IT operations management, infrastructure design, and service delivery.
- Strong knowledge of IT governance, cybersecurity, cloud environments, and compliance frameworks.
- Excellent leadership, communication, and problem-solving skills.
- Ability to manage budgets, vendors, and multiple projects simultaneously
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
All Jobs | QUICK ALERT SUBSCRIPTION
