Khayalethu Mjangqeka

IT Infrastructure Engineer and Service Operations Leader with 15+ years of experience delivering enterprise IT support, infrastructure management, and global enterprise leadership in high-volume environments. Proven ability to lead IT operations team, improve SLA performance, and drive service excellence through automation, process optimization, and team development. Experienced in ITIL-based service management, incident escalation, workforce planning, and infrastructure monitoring, with a strong focus on operational efficiency, first-contact resolution, and customer satisfaction.

Recognized for implementing continual service improvement initiatives and building high-performing technical teams.

Senior IT Operations Infrastructure Engineer at Hogan Lovells (GBSC) (2018-03 – Present)

Provide senior infrastructure support and act as a key escalation point for global operations centre team supporting a 24/7 enterprise environment.

• Serve as a 24/7 escalation point for global operation centre, ensuring rapid resolution of complex infrastructure incidents and service requests.
• Provide second-line infrastructure support across network, server, and application environments.
• Develop PowerShell automation scripts, reducing manual operational tasks by 30%.
• Collaborate with cross-functional teams to strengthen endpoint compliance, patch management, and security posture.
• Conduct incident diagnostics and root cause analysis, improving first-call resolution and SLA performance.
• Contribute to continuous service improvement initiatives through updated processes, documentation, and SOP development.
• Utilize monitoring platforms such as SolarWinds, LogicMonitor, and SCOM for proactive infrastructure management.

Team Leader – IT Services at EOH (2016-12 – 2018-03)

Led a technical team supporting enterprise client across multiple provinces, ensuring reliable IT service delivery and operational excellence.

• Managed and mentored a team of 3rd-level technical specialists, coordinating multi-shift coverage in a high-volume support environment.
• Led incident management and escalation processes, ensuring rapid resolution of critical incidents while supporting service continuity.
• Oversaw ticketing systems and service request workflows, ensuring efficient management of incidents and service requests.
• Maintained strong SLA compliance and service delivery performance, improving SLA adherence by 20% through automation and process improvements.
• Directed service desk governance, operational reporting, and performance monitoring, providing visibility through dashboards and analytics.
• Implemented continuous service improvement initiatives, identifying recurring issues and improving operational efficiency.
• Managed workforce planning, shift scheduling, and resource allocation to support 24/7 service desk operations.
• Collaborated with vendors, carriers, and enterprise clients to ensure alignment with service delivery goals.
• Conducted incident and escalation trend analysis, implementing corrective actions to prevent recurring issues.

Systems Engineer – Level 3 Support at T-Systems (2013-01 – 2016-05)

Provided Level 3 support for Microsoft Exchange, Active Directory, and enterprise messaging systems.

• Automated recurring tasks using PowerShell, improving efficiency, and reducing resolution times.
• Worked closely with service desk teams to identify recurring technical issues and implement permanent solutions.

Service Desk Engineer at T-Systems (2011-03 – 2012-08)

Delivered second-line support for enterprise clients while maintaining SLA compliance.

• Supported a large-scale migration from Novell to Microsoft, improving system interoperability and stability.

Senior Desktop Support Engineer at Datacentrix (2010-04 – 2010-11)

Supported enterprise infrastructure refresh projects and branch technology rollouts.

• Delivered desktop and infrastructure support to ensure smooth system deployment.

Service Desk Engineer at PwC (PricewaterhouseCoopers) (2009-02 – 2010-03)

Provided Tier-1 support for Microsoft Dynamics and enterprise applications.

• Delivered end-user training to improve adoption and reduce recurring incidents.

BCom in Information Technology Management – MANCOSA (2023)

ITIL Foundation - APMG International

Change Management Foundation - APMG International

A+ / N+ Technical Support – College Campus (2004)