Supervisor: System Monitoring (2988)

The South African National Roads Agency SANRAL · Gauteng

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MINIMUM REQUIREMENTS

A Bachelors degree or an equivalent qualification at an NQF level 7: Information Technology, Electrical Engineering, Electronic Engineering or equivalent.
A minimum of five 5 years relevant experience in systems or networking monitoring.
A minimum of three 3 years supervisory or team lead experience.

The successful candidate will be required to provide after hours support during major network incidents or infrastructure emergencies.

Advanced knowledge of enterprise monitoring operations, including real-time monitoring of applications, infrastructure, networks, databases, and digital services in a 24/7 environment.
Strong understanding of server infrastructure, WAN/LAN connectivity, network devices, storage systems, and service availability monitoring.
Understanding of ITIL-based Incident, Problem, and Change Management processes, SLA management, escalation protocols, operational continuity practices and Root Cause Analysis RCA methodologies.
Knowledge of system health indicators, capacity monitoring, performance analytics, trend analysis, and proactive fault detection.

Monitoring Operations Supervision: 24/7 Environment

Supervise and coordinate 24/7 monitoring operations within SANRAL's Central Operations Centre COC, ensuring uninterrupted operational oversight of all critical ICT services.
Oversee continuous monitoring of enterprise systems, including, business applications, network infrastructure, server environments, databases, Intelligent Transportation Systems ITS, toll operational platforms, payment processing systems and website and customer-facing digital services.
Ensure real-time visibility of system performance, service health, alarms, and infrastructure availability through integrated monitoring dashboards.
Monitor and validate operational dashboards, event consoles, and automated alerts generated by monitoring tools.
Ensure proper shift handover processes, including transfer of unresolved incidents, operational updates, and outstanding risks.
Verify that all monitoring activities comply with approved Standard Operating Procedures SOPs, escalation protocols, and service continuity processes.
Coordinate operational response during service disruptions, system failures, and infrastructure incidents.
Ensure proactive identification of operational risks before they escalate into service outages.
Maintain oversight of all mission-critical systems to ensure operational readiness across SANRAL's digital services environment.
Escalate critical service degradation affecting tolling operations, financial systems, and traffic management services.

Incident Detection, Escalation and Response Management

Ensure rapid identification, validation, and classification of incidents affecting monitored systems.
Assess system alerts to determine operational severity, business impact, and urgency.
Distinguish between genuine incidents, false positives, and informational events.
Coordinate timely escalation of incidents to relevant technical teams, including Infrastructure support, Network support, Application support, Database administrators, Security teams and external service providers.
Ensure incidents are accurately logged, categorised, prioritised, and tracked in IT service management platforms.
Monitor incident response and resolution times against approved service level agreements SLAs.
Ensure all critical incidents are escalated within defined timelines.
Provide operational oversight during Priority 1 and Priority 2 incidents, ensuring immediate response and structured communication.
Coordinate bridge calls and operational communications during major incidents.
Track incident lifecycle from detection to closure, ensuring completeness of incident records.
Review recurring incidents and identify escalation trends requiring permanent corrective action.
Support post-incident reviews and Root Cause Analysis RCA processes.

System Health Monitoring and Performance Oversight

Monitor overall health, performance, and availability of ICT infrastructure, applications, databases, networks, and operational systems.
Ensure proactive identification of performance bottlenecks, capacity constraints, and service degradation risks.
Analyse operational metrics, trends, and system performance indicators to support service optimisation.
Coordinate with technical teams to address infrastructure, application, and network performance issues.
Monitor capacity utilisation and recommend improvements to support business growth and operational resilience.
Ensure operational monitoring thresholds, baselines, and performance indicators remain aligned with business requirements.
Validate system availability targets and ensure compliance with agreed uptime requirements.
Support proactive maintenance activities aimed at improving system stability and service reliability.

Monitoring, Administration and Optimisation Tools

Oversee the administration and effective operation of enterprise monitoring tools used within the COC.
Ensure monitoring systems are configured to provide accurate event detection, threshold management, and alerting.
Validate integration between monitoring platforms and service management tools.
Review and optimise alert configurations to reduce false positives and alert fatigue.
Ensure proper maintenance of monitoring dashboards, event correlation engines, and reporting systems.
Coordinate tuning of alerts based on operational trends and system changes.
Recommend enhancements to monitoring capabilities, including automation and predictive analytics.
Support implementation of new monitoring technologies and tools.
Ensure monitoring coverage aligns with changes in SANRAL's ICT environment.
Coordinate dashboard enhancements to improve operational visibility for management and technical teams.

Reporting, Compliance and Audit Support

Produce daily, weekly, monthly, and ad hoc operational monitoring reports.
Report on System availability, Infrastructure uptime, Incident volumes, SLA performance, Major service disruptions, Operational risks and Capacity trends
Maintain accurate operational records for governance, audit, and compliance purposes.
Support internal and external ICT audits by providing monitoring evidence, incident records, and operational logs.
Ensure all monitoring activities comply with SANRAL governance standards and ICT operational policies.
Maintain updated monitoring documentation, SOPs, incident procedures, and escalation matrices.
Assist in preparation of management reports for ICT governance forums.
Track compliance with service management and operational reporting standards.
Support risk assessments related to operational service continuity.

Team Leadership and Operational Coordination

Supervise, guide, and support System Monitoring Analysts and operational monitoring personnel.
Allocate shift responsibilities and ensure adequate operational coverage across all monitoring functions.
Manage shift schedules, standby arrangements, and operational resource planning.
Conduct regular performance reviews and operational coaching sessions.
Identify skills gaps and support staff development initiatives.
Ensure staff adherence to monitoring procedures, escalation protocols, and reporting requirements.
Foster a high-performance operational culture focused on.
Support onboarding and training of new monitoring personnel.
Promote collaboration between monitoring teams and other ICT support units.
Ensure operational discipline and consistency across all monitoring shifts.