Head of IT

Duties and Responsibilities

Strategy & Governance

Define a 3-year IT strategy and annual roadmaps aligned with business OKRs.

Maintain and enforce IT policies, standards, and ISO 27001-aligned controls.

Own IT budget, cost optimisation, and KPI reporting.

Cybersecurity Leadership

Serve as primary security officer for infrastructure and data assets.

Lead continuous threat-modelling, vulnerability management, and SOC operations.

Oversee incident response and BCP/DR testing across all markets.

Cloud & Infrastructure

Architect and operate hybrid setups on AWS/Azure plus regional colos.

Drive IaC, CI/CD, and automated patching; enforce SRE/DevOps best practices.

Ensure high availability (≥ 99.9%) for core platforms, IoT backends, and BI stacks.

Networking

Design and manage MPLS, SD-WAN, VPN, and Wi-Fi across offices, factories, and distributed call centres.

Optimise bandwidth and QoS for voice, video, and data traffic.

Call centre & Telephony systems

Own Ameyo cloud contact centre and all MNO SIP/PRI integrations.

Integrate IVR, dialer, WhatsApp, and CRM for omnichannel CX.

Monitor CTI performance and call-quality analytics; lead roll-outs or centralisation initiatives.

Vendor & Contract Management

Negotiate SLAs with MNOs, ISPs, MSPs, and SaaS providers

Oversee third-party risk assessment and license compliance

People Leadership

Build, coach and retain high high-performing 30-plus person IT organisation

Implement skill matrices, career paths and agile work practices

Compliance & Audit

Ensure adherence to data protection laws (GDPR equivalents) and local telecom regulations

Act as IT Lead during internal/external audits

Skills and Experience

Bachelor’s in Computer Science, Information Systems, or related field (Master’s a plus).

10+ years in IT, with 5+ years leading multi-country infrastructure and security teams.

Proven delivery of high-availability cloud and on-prem environments at scale (> 1 M users/transactions monthly).

Hands-on management of enterprise contact-centre platforms (e.g., Ameyo, Genesys, Five9) and telco integrations.

Deep knowledge of AWS and/or Azure architecture, IaC (Terraform/CloudFormation), Kubernetes, CI/CD.

Enterprise networking (BGP, OSPF, MPLS/SD-WAN, Fortinet/Cisco/Juniper).

Security frameworks (NIST, ISO 27001), SIEM/SOAR, EDR, zero‑trust design.

Voice technologies: SIP trunking, WebRTC, QoS, codec optimisation.

Strong proficiency with ITSM/ITIL toolsets and asset/CMDB management.

Industries:Oil & Energy

Function: Web Development