MAIN PURPOSE OF THE JOB

Provide second-line IT support across retail stores, warehouse operations, online platforms, and head office, ensuring high system availability and minimal disruption to revenue-generating activities. The incumbent will support the  business continuity by resolving recurring system issues, coordinating with vendors, and providing operational reporting to the Head of IT to enable effective decision-making and continuous improvement.

KEY AREAS OF RESPONSIBILITY

Advanced Technical & Incident Management

• Resolve second-line and escalated incidents within agreed SLA.
• Reduce recurring incidents month-over-month.
• Perform root cause analysis for major issues.
• Maintain MTTR within defined targets.
• Prioritise incidents based on business impact (store, ERP, warehouse).

SaaS & Platform Administration

• Administer and main Shopify, WMS, Business Central, and Microsoft 365 platforms.
• Ensure RBAC compliance.
• Perform quarterly access reviews.
• Maintain configuration standards across stores.
• Minimise licence waste and recommend optimisations.

Cloud & Infrastructure Operations Support

• Monitor operational stability of Azure-hosted services (including AKS environments where applicable).
• Coordinate with cloud engineers/vendors during incidents.
• Identify and report infrastructure risks.
• Maintain uptime targets for critical systems.

Governance, Risk & Security Compliance

• Ensure IT policies and change control processes.
• Ensure MFA and identity controls compliance.
• Maintain audit-ready documentation.
• Reduce security related incidents.
• Participate in risk register updates.

 Vendor & SLA Management

• Manage and escalate vendor incidents appropriately.
• Track SLA compliance and vendor performance.
• Ensure root cause reports are obtain for critical outages.
• Maintain vendor contact matrix and escalation procedures.

 Reporting and Operational Insights

• Produce monthly IT operational reports for the Head of IT/CFO.
• Analyse incident trends and propose improvements.
• Present top recurring issues with corrective actions.
• Provide impact summaries for major incidents.

 Retail & Warehouse System Continuity

• Maintain store uptime above agreed threshold.
• Ensure warehouse system reliability during stock takes and peak periods.
• Implement preventive measure before high volume events.
• Reduce POS related operational disruptions.

 Continuous Improvement & Innovation

• Deliver operational improvement initiatives per quarter.
• Identify automation or efficiency opportunities.
• Standardise store and warehouse IT setups.
• Improve documentation and knowledge base maturity.

SKILLS AND PERSONAL ATTRIBUTES

• Matric certificate compulsory.
• Diploma in IT, Information Systems or related field.
• 3 – 5 years proven experience in IT Support or IT Operations.
• Knowledge of Shopify or equivalent retail POS systems.
• Business Central or similar ERP exposure.
• SaaS configuration and access control management.
• Basic understanding of API/Integration dependencies.