Job Description
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 infrast
