ITSM Operations, Production Stability & ServiceNow Tools Support
Major Incident Management: Able to drive business impacting incidents, with Command & Control to resolve the incidents and in turn minimize or avoid business impact
Integrates and supports world-class 24x7x365 systems availability and performance through effective Incident, Change and Service Level Management processes, clear executive communications, and service recovery activities.
Helms and leverages the ServiceNow / ITSM tool(s) / Slack and processes for
Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.
Applies ITIL framework into the IT Organisation for effective management and control. Sees through the implementation of the framework across the IT teams.
Adopts and adapts the ITIL framework within day-to-day situations and responsibilities. Sets and enforces standards for IT practices and operation.
Designs projects aimed at improving IT processes, systems and operations.
In-Depth knowledge on CMDB and practical experience dealing with complex CMDB structure.
SRE adoption & Continual Service Improvement
Champion SRE methodologies within our ITSM framework, ensuring seamless integration and support for continuous integration/continuous deployment (CI/CD) pipelines.
Drive the adoption of best practices in SRE to enhance service reliability, scalability, and security within our IT service management processes.
Collaborate with cross-functional teams to implement automation, monitoring, and incident response mechanisms aligned with SRE principles.
Enables continual service improvement through the effective use of metrics and key performance indicators.
Supports reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
Establish Knowledge Management as a core practice within IS, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organisation.
Supports the implementation of service management and reporting tools, including the analysis and administration of Service Level management tools to understand key performance indicators for service delivery.
Knowledge or exposure to SRE best practices and/or implementation
Qualifications
Tertiary Education in computer science, engineering, or equivalent experience.
At least 8+ years of experience in IT Service Management, Technology Operations and Application Development
Working experience or understanding of the ITIL V4 service management disciplines within the context of service development and service operations.
Good analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data.
Experience in implementing cross-functional process improvements and delivering results.
Good technology experience in using and administering ITSM Tools like ServiceNow, Collaborative tools like Slack and Incident response tool PagerDuty etc.
Excellent verbal, written, presentation communication skills.
