Responsibilities

Incident Management:

Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs
Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership
Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure

Change Management and service Request management:

Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow

Strategic ITSM Operations:

Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions
Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes

Requirements

Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment
Comprehensive knowledge of ITIL framework and ITSM best practices
Experience in managing major incident responses and facilitating investigation activities
Proven ability to manage communications during high-pressure incident situations
Experience facilitating cross-functional meetings and presenting to senior management
Strong documentation skills for creating process guides and post-incident reports
Demonstrate strong coordination abilities and stakeholder management skills
Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests
Experience in developing service catalogues in ServiceNow
Ability to work effectively in a fast-paced environment
Strong analytical, problem-solving, and time management abilities
Relevant professional certifications in ITIL or ITSM are desirable
Knowledge of SRE best practices would be advantageous

Benefits

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IT Infrastructure Engineer (ITSM) - (Public Sector)