IT OPERATIONS / SERVICE MANAGEMENT ENGINEERs

Key Responsibilities

IT Service Management & Operations

. Manage and administer ITSM processes including incident, problem, change, and service request management.

. Utilize ChangeGear to track, manage, and resolve service tickets in accordance with SLA requirements.

. Perform root cause analysis for recurring incidents and implement preventive measures.

. Support change management processes, including risk assessment, approvals, and deployment tracking.

. Ensure adherence to ITIL best practices and organizational service management standards.

Monitoring & Incident Management

. Monitor system and service performance to ensure high availability and reliability.

. Coordinate incident response and resolution across cross-functional teams.

. Provide timely updates to stakeholders on incident status and resolution progress.

Reporting & Analytics

. Develop and maintain operational dashboards and reports using Qlik Sense.

. Analyse incident trends, service performance, and KPIs to identify improvement opportunities.

. Provide regular reports to stakeholders on service levels, system performance, and operational metrics.

. Support data-driven decision-making through actionable insights.

Continuous Improvement

. Identify process gaps and recommend improvements to enhance service efficiency.

. Automate routine operational tasks where possible.

. Collaborate with internal teams and vendors to improve service delivery and system performance.

Requirements

Mandatory Skills & Experience

. Degree or Diploma in Information Technology, Computer Science, or related discipline.

. Proven experience in an IT Operations / Service Management environment.

. Hands-on experience with ITSM tools, specifically ChangeGear.

. Experience in data visualization and reporting using Qlik Sense.

. Experience in incident, problem, and change management processes.

. Strong understanding of ITIL principles and practices.

Preferred / Advantageous Skills

. Experience with system monitoring tools and infrastructure support.

. Exposure to automation or scripting (e.g., PowerShell, Python) is an advantage.

. Experience supporting large-scale enterprise or government environments is a plus.

Soft Skills

. Strong analytical and problem-solving skills.

. Good communication and stakeholder management abilities.

. Ability to work in a fast-paced, operations-driven environment.

. Detail-oriented with a focus on service quality and continuous improvement.