## Job Details: Infrastructure Team LeadFull details of the job.| | || --- | --- || | || | || --- | --- || | Infrastructure Team Lead || | VN1154 || | Full-Time || | Cape Town || | Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible. We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact. Our Values We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. • Be the best you can be • We do what we say • Together we win || | We are seeking a Team Lead with a 3rd line technical background to oversee and drive the service excellence for a globally-operating Managed Service Provider. This role combines technical leadership, team management, and fast-paced decision-making, ensuring the seamless operation, optimisation, and security of enterprise IT environments. As a Team Lead, you will oversee a team of L2 and L3 Engineers, act as the primary escalation point for service issues, and collaborate with stakeholders at all levels, and external vendors. You will drive continuous service improvements, and modernisation efforts, aligning infrastructure processes with business goals. || | Key Responsibilities: Leadership & Team Management • Lead, mentor, and develop a team of L2 and L3 Engineers, fostering technical excellence and professional growth. • Manage workload distribution, team priorities, and operational efficiency to meet SLAs and business needs. • Drive collaboration between IT, security, DevOps, and business units, ensuring cohesive technical solutions. • Act as an escalation point for critical IT issues, providing expert guidance on resolution strategies; occasional acting as major incident manager will be required. Service Management & Process Optimisation • Oversee end-to-end IT service management (ITSM) processes using ServiceNow, ensuring efficient incident, problem, and change management. • Enforce IT policies, procedures, and best practices to enhance operational reliability. • Ensure compliance with ITIL frameworks, driving continuous service improvements. • Generate performance reports and KPI analytics using ServiceNow dashboards to identify trends and areas for optimisation. Security, Compliance & Risk Management • Ensure compliance with enterprise security policies, access controls, and compliance frameworks (ISO, NIST, GDPR). • Collaborate with Acora security teams to mitigate risks, enhance incident response, and ensure system integrity. || | Key Skills & Experience • Proven track record in infrastructure leadership and service delivery. • Previous MSP experience beneficial • Deep expertise in Windows Server, Linux, VMware, Citrix, Azure/Entra AD, M365, and Exchange. • Strong networking knowledge (Cisco, Meraki, VPNs, Palo Alto, Brocade Fibre, HPE switches). • Expertise in ITSM platforms, particularly ServiceNow, for incident, problem, and change management. • Experience with PRTG or other enterprise monitoring tools to improve IT visibility and automation. • Excellent leadership, stakeholder management, and project delivery experience. • Relevant certifications (e.g., MCSE, CCNP, VCP, Citrix CCE-V, ITIL, TOGAF, CISSP, AWS/Azure Architect) preferred. || | • Excellent technical troubleshooting skills • Strong stakeholder management • Excellent communication skills • Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment. • Excellent multi-tasking skills. |#J-18808-Ljbffr