Description:
Managed Talent Solutions' external client is looking for a Specialist Operations Centre for one of their clients based in Johannesburg. This is a fixed contract to end of 2024, further extension might be possible depending client requirements. The Specialist Operations Centre must have experience in developing business cases to propose and implement additional ITSM & ITOM processes and functions to further improve service – Knowledge Management, Incident & Request Management, Problem Management, Change Management, Release Management, Event Management, Service Transition, and CMDB Management (with self-service capabilities)
Key outputs:
- Ensure that IT Services are being consumed efficiently by business units
- Develop business cases to propose and implement additional ITSM & ITOM processes and functions to further improve service – Knowledge Management, Incident & Request Management, Problem Management, Change Management, Release Management, Event Management, Service Transition, and CMDB Management (with self-service capabilities)
- Ensure service levels are defined and met around Availability, Performance, and Resiliency
- Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long-term resolution of P1 (Critical severity incidents), recurring incidents, recurring problems, or significant events
- Identify and define opportunities for process improvement and adhere to the principles of Continual Service -- Improvement utilising metrics to ensure processes provide the anticipated value to stakeholders and users
- Collaborate with relevant teams to define the service portfolio roadmap, maturity path, and customer priorities and drive to improve maturity levels continuously
- Design and utilise score-cards, surveys, methods, and tools to monitor KPI, OLA, and SLA compliance
- Accountable for the strategic direction and guidance of ITSM and ITOM processes and functions, as well as their supporting tools
- Continually analyse and refine service portfolio metrics to help shape the future ITSM & ITOM Strategy
- Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
- Operate with a strong sense of urgency, ensuring that the operationalised ITSM and ITOM processes and functions add value to all stakeholders concerning the delivery, management, and consumption of those services
- Lead the Service Transition Management function within Service Operations and collaboratively work with the wider Service Operations leadership team to support the creation of a highly effective and integrated Service Operation function
- Seek advice from centralised competencies, industry experts, and operational expert teams.
- Integration and Collaboration across peer groups.
- Implement and Support Operational technology principles, standards, and designs for operations.
- Ensure Global IM services are delivered according to standard operating procedures and agreed Service
Level Agreements (SLA)
- Understand technological trends in Global IM and use this to propose solutions to business in conjunction with the relevant Technical Specialists
- Adhere to the safety protocol in the region and be a safety leader for all Global IM activities.
- Constantly monitoring the organization's network, servers, applications, and other IM systems to detect and respond to issues or anomalies in real-time.
- Alerting and Incident Management: Notifying appropriate personnel or teams when incidents occur and coordinating the response and resolution efforts to minimize downtime and service disruptions.
- Troubleshooting: Investigating and diagnosing the root causes of IM incidents and problems and implementing solutions or workarounds to restore normal operations.
Performance Management involves analyzing and optimizing the performance of IM infrastructure and systems to ensure efficient resource utilization and a satisfactory user experience.
- Security Operations: Monitoring for security threats, intrusions, and vulnerabilities and implementing security controls, patches, and updates to protect against cyber threats and data breaches.
- Change Management: Managing changes to IM systems and configurations, including planning, testing, and implementing changes in a controlled and coordinated manner to minimize risks and disruptions.
- Documentation and Reporting: Maintaining accurate records, documentation, and reports related to IM operations, incidents, changes, and performance metrics for auditing, analysis, and decision-making purposes.
- Collaboration and Communication: Facilitating communication and collaboration between IM teams, stakeholders, and external service providers to ensure effective incident response, problem resolution, and knowledge sharing
Qualifications:
CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Administrator Associate, and ITIL Foundation
Technical knowledge:
- IM discipline and governance
- Familiarity with IT monitoring and management tools such as Nagios, SolarWinds or similar platforms is often required. Experience with ticketing systems like ServiceNow for incident management is also valuable.
- Troubleshooting Skills: Strong analytical and problem-solving abilities are crucial for diagnosing and resolving IT incidents and problems effectively. An understanding of troubleshooting methodologies and tools is essential.
- Team leadership to ensure adequate resource utilisation across the portfolio
- Regional and local conditions
Requirements:
- IM discipline and governance
- Familiarity with IT monitoring and management tools such as Nagios, SolarWinds or similar platforms is often required. Experience with ticketing systems like ServiceNow for incident management is also valuable.
- Troubleshooting Skills: Strong analytical and problem-solving abilities are crucial for diagnosing and resolving IT incidents and problems effectively. An understanding of troubleshooting methodologies and tools is essential.
- Team leadership to ensure adequate resource utilisation across the portfolio
- Regional and local conditions