About the position
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
Minimum Requirements:
An undergraduate qualification (bachelor’s degree or equivalent) in the relevant IM Discipline and Technical
CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Administrator Associate, and ITIL Foundation
Desired Skills:
- Operations
- CCNA
- CompTIA Security
- CompTIA Network
- Azure Administrator
- ITIL
