About us

Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent. 

African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this. 

Specialising in digital and AI operations, omnichannel customer support, and trust & safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients. 

 

What you’ll be doing

Over the last two years, Hugo has experienced tremendous growth. We’ve grown to a community of 1,500+ FTEs, expanded into new countries, and evolved our client base from just unregulated start-ups to publicly listed tech behemoths. To maintain this trajectory, we need to “level up” our IT operations and IT infrastructure, and we are looking for an experienced IT enthusiast to help build our IT operations and administration org., as we prepare for the next stage of growth. 

As an IT Operations Manager, you will support the Head of IT Operations in his responsibilities. You will be in charge of managing Hugo’s day-to-day IT operations, ensuring the reliability, security, and efficiency of our IT systems. The ideal candidate will have a strong background in IT operations, excellent leadership skills, and the ability to collaborate effectively with cross-functional teams. 

 

Key Responsibilities

Infrastructure Management (Networks, Servers/Cloud, and Storage):

  • Audit As-Is setup and maintain an up-to-date documentation of the entire infrastructure environment.
  • Deploy, configure, and maintain scalable WLAN, WAN, and VPN + Cloud hosting infrastructure.
  • Manage VPN infrastructure (connectors, user accounts, monitoring, cost management, etc.).
  • Oversee daily operations, providing HLS (Higher Level Support) and timely resolution of escalations.
  • Deploy and administer a network management solution for proactive monitoring and analytics.
  • Liaise with IT Security for incident triage, network correlation and implementation of security controls.
  • Oversee IT Rooms (networks/servers/power); physical security, maintenance, solutions and initiatives.
  • Design and implement an ITDR (IT Disaster Recovery) Program to support business continuity.
  • Design and implement standard operating procedures to improve process maturity.

User (Onsite & Wfh) and Asset Support

  • Oversee the Helpdesk/Support function to deliver exceptional support within agreed SLAs.
  • Ensure device readiness (setup, configuration, and installations) for user onboarding.
  • Deploy, configure, and manage a helpdesk system to improve efficiency and user productivity.
  • Drive internal customer engagement to determine support needs and interventions.
  • Provide connectivity monitoring solutions for remote work.
  • Develop a dashboard for SLA performance tracking and analytical insights.
  • Oversee the asset (hardware & software) lifecycle from acquire to retire for value realization and security.
  • Design and implement standard operating procedures to improve process maturity.

Delivery Management

  • Partner with business stakeholders to identify needs, pain points and improvement opportunities.
  • Serve as technical lead for the execution of infrastructure-related projects and initiatives. ensuring delivery on time, budget, scope, and requirements.
  • Evaluate supplier performance and manage relationships to ensure service value realization.

 

What success in this role looks like

  • Short-term: Implementation of quick wins from gap assessment performed.
  • Mid-term: A secure, standardized, and scalable infrastructure environment, supported by well-designed and operationalized processes to drive operational excellence.
  • Long term: A high maturity function benchmarked against industry standards, that exhibits proactiveness, agility, integrated processes and a culture of continual service improvement to drive business growth.

 

What you’ll need to apply

  • 7+ years work experience with certifications like Network+, PMP, ITIL, CISA, CISSP, Azure, AWS etc.
  • Experience implementing standards such as ISO 27001, ISO 22301, SOC 2, NIST, PCI-DSS, etc.
  • Extensive and demonstrable hands-on experience designing, configuring and managing IT infrastructure.
  • Expertise in Endpoint Deployment Automation, AWS Hosting, Google Workspace, Cloud Directory Services, VPN Client-Server Architecture, Cisco/Ubiquiti networks, Slack Communication Platform etc.
  • Experience operating successfully in startup/scaleup environments, combined with an understanding of what target state IT operations maturity looks like in large scale organizations.

 

Our interview process

  • Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail 
  • Deep dive interviews: Typically 3 interview stages designed to probe deeply the extent to which you have the skills, mindset, and behaviors to succeed in the role and at Hugo
  • Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise

NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company

  • Meet the team: We conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into our culture, environment and, yes, challenges(!)

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