Job Description

The Network and Infrastructure Manager will provide technical leadership and support in ICT network and infrastructure, delivering high-quality, innovative, and cost-effective solutions and platforms to support corporate business throughout Amref’s global footprint, spanning Headquarters, country programmes, and enterprises throughout our offices in Africa, Europe, and North America.

Reporting to the Head of Enterprise and Network Architecture, this role is responsible for designing, implementing, and maintaining a dynamic information system that supports all our operations. This role ensures that technology-driven changes are delivered successfully and embedded in a sustainable manner, ensuring our capabilities and operating model are as efficient and effective as possible, and being fit-for-purpose in achieving the strategic aims.

KEY RESPONSIBILITIES

ICT Infrastructure Leadership and Support

• Manage and support ICT infrastructure across Amref Health Africa’s data centers, offices, and programmes in Africa, Europe, and North America (ENA), ensuring reliable operations for all systems, applications, and data security
• Support and troubleshoot complex and integrated systems tailored to each country’s specific requirements.
• Work very closely in coordinating all country ICT managers and ICT officers on all technical projects and challenges
• Manage Amref Health Africa Headquarters data centers and provide shared services to country offices, partners, and stakeholders, while overseeing data management and implementing scalable, up-to-date ICT infrastructure solutions across countries
• Configure and manage the network and enterprise IT infrastructure, including switching, routing, firewalls servers, desktops, storage, operating systems, platforms and configurations to CISCO, UCS systems, VMWare, Windows server and client operating systems, datacenters, Active Directory, SQL Servers, SharePoint, Office 365, backup solutions, Switching VLAN’s, Routing VPN, VoIP, SIP, Wireless among others.
• Ensure standards and procedures are in place across the organization to mitigate complexity
• Ensure the creation and maintenance of all written documentation, license agreements, modifications, change management and upgrades
• Coordinated system upgrades, deployment of applications and service roles to ensure improvement with none or minimal business interruptions
• Lead in the design of optimized system standardized across countries

Computing Resources and Access Security Management

• Optimize resource utilization by making informed technical decisions that balance immediate needs with long-term impact, ensuring efficient computing resource allocation of storage, memory, processors, bandwidth, and hardware across hosts and servers to support applications and services
• Oversee ICT infrastructure operations across Amref Health Africa, ensuring the effective management of hardware, software, and security systems
• Create and manage user accounts, ensuring proper access permissions and security across applications and services

Vendor and Supplier Management in Solution Implementation

• Contribute to identifying system and user needs to support effective solution implementation
• Participate in technical proof of concept to ensure solutions meet requirements
• Define ICT infrastructure project scope for seamless integration with existing systems
• Set clear expectations on project contracted deliverables, including negotiating access agreements, establishing service level agreements, and ensuring contracts are in place to support the services provided by the infrastructure team.
• Manage vendor and supplier relationships across Amref Health Africa operations, and foster strong partnerships with external suppliers to enhance productivity, manage costs, and address system issues effectively

Systems and Applications Monitoring

• Continuously monitor infrastructure in real time, and analyze system events, warnings, errors, and alerts to mitigate disaster that may lead to downtime and loss of data, including intrusion detection.
• Enhance real-time monitoring tools to track resource utilization, including server data storage, memory, and processing speeds for optimized performance
• Monitor network system utilization, forecast future needs, and provide recommendations for capacity planning.
• Utilize software monitoring, device management, operating system patching, and configuration tools to identify and resolve performance issues

Disaster Recovery and Business Continuity Plan

• Oversee data centers, operating systems, and storage to ensure compliance for Business Continuity and Disaster Recovery plans
• Conduct regular data backups and implement organization-wide recovery plans to maintain operational capability during emergencies, including on-site support in affected countries when necessary
• Implement high availability systems to maximize uptime and minimize disruptions
• Ensure data and system backups are up to date and conduct routine quarterly recovery testing, including backup restore tests, verification and documentation
• Research, implement, document, and test recovery solutions to enhance system resilience and preparedness

Internet Links Management

• Configure, secure, fine-tune, integrate, monitor and manage internet connection to ensure continuous access of services
• Track and coordinate with internet service providers to resolve service degradation issues promptly

Data, Application and Information Security

• Implement and maintain security measures, including firewall, patches, and centralized antivirus solutions across all sites
• Securely publish internal resources for authorized external access
• Continuously update antivirus solutions, monitor for virus outbreaks and threats, and share preventive actions with colleagues and staff to enhance cybersecurity awareness

Quality Assurance

• Providing technical advisory on ICT related procurement by defining and reviewing technical specifications
• Oversee project execution to ensure compliance with scope, and sign off upon successful documentation and training

Technical Help Desk Support

• Guide and coach colleagues to foster high performance, teamwork, and knowledge sharing for effective problem-solving
• Handle escalated support requests from Headquarters and country offices, and resolve issues or coordinate with vendors for timely resolution and satisfactory case closure

Cloud Solution Support and Integrations (On-Premise and Cloud)

• Manage, deploy, secure, and troubleshoot cloud-hosted platform services, applications, and integrations across on-premise and cloud environments.
• Support efficient data management and administration of cloud solutions, including Microsoft Office 365 admin, Microsoft Azure Cloud Platform, Microsoft SharePoint Online, Business Central, and CRM among others.

Other tasks

• Provide expert guidance on systems management, support, security, and troubleshooting for all Amref Health Africa offices
• Advise on the procurement and acquisition of information system solutions to ensure alignment with organizational needs

Qualifications

Education and Knowledge

• Bachelor’s degree in IT, Information Systems, or a closely related field; Master’s degree in relevant field is a plus
• Certifications in CCNP, MCSE, Microsoft Exchange (Online/Hybrid), ITIL, and VMware/Storage; CISA is a desirable qualification
• Strong technical expertise in Microsoft SQL management, security and intelligent firewalls, Windows Server 2019 and later, and large-scale system development across cloud, mobile, and web-based platforms
• Knowledge of Linux is an added advantage
• Proficiency in project management tools such as Microsoft Project and Visio, with the ability to provide guidance and support as needed

Experience

• 10+ years of experience in Networks and Infrastructure services, with at least 5 years in cloud solutions integration and management
• Experience in routing, switching, and firewall management, along with expertise in mail system management including SMTP routing and managing multiple Microsoft Office 365 tenants

Skills and Competencies

• Strong analytical and problem-solving skills
• Excellent communication, interpersonal, facilitation, and negotiation skills
• Knowledge of database systems, and ICT infrastructure management
• Ability to exercise good judgement in design of software solutions
• Leadership, teamwork, and people management capabilities
• Ability to lead projects, drive innovation, and adapt to changing environments
• High ethical standards, confidentiality, diplomacy, integrity, and reliability
• Ability to work under deadlines with a proactive and solution-oriented mindset