About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p><strong>A) ITSM Operations, Production Stability & ServiceNow Tools Support</strong></p> <ul type="disc"> <li>Major Incident Management: Able to drive business impacting incidents, with Command & Control to resolve the incidents and in turn minimize or avoid business impact</li> <li>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.</li> <li>Helms and leverages the ServiceNow / ITSM tool(s) / Slack and processes for</li> </ul> <ul type="circle"> <li>Incident Management, Problem Management, Change Management, Knowledge Management, and Service Request Management.</li> <li>Applies ITIL framework into the IT Organisation for effective management and control. Sees through the implementation of the framework across the IT teams.</li> </ul> <ul type="disc"> <li>Adopts and adapts the ITIL framework within day-to-day situations and responsibilities. Sets and enforces standards for IT practices and operation.</li> <li>Designs projects aimed at improving IT processes, systems and operations.</li> <li>In-Depth knowledge on CMDB and practical experience dealing with complex CMDB structure.</li> </ul> <p> </p> <p><strong>B) SRE adoption & Continual Service Improvement</strong></p> <ul type="disc"> <li>Champion SRE methodologies within our ITSM framework, ensuring seamless integration and support for continuous integration/continuous deployment (CI/CD) pipelines.</li> <li>Drive the adoption of best practices in SRE to enhance service reliability, scalability, and security within our IT service management processes.</li> <li>Collaborate with cross-functional teams to implement automation, monitoring, and incident response mechanisms aligned with SRE principles.</li> <li>Enables continual service improvement through the effective use of metrics and key performance indicators.</li> <li>Supports reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.</li> <li>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.</li> <li>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.</li> <li>Knowledge or exposure to SRE best practices and/or implementation </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications</b></H2> </div><div><ul type="disc"> <li>Tertiary Education in computer science, engineering, or equivalent experience.</li> <li>At least 8+ years of experience in IT Service Management, Technology Operations and Application Development</li> <li>Working experience or understanding of the ITIL V4 service management disciplines within the context of service development and service operations.</li> <li>Good analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data.</li> <li>Experience in implementing cross-functional process improvements and delivering results.</li> <li>Good technology experience in using and administering ITSM Tools like ServiceNow, Collaborative tools like Slack and Incident response tool PagerDuty etc. </li> <li>Excellent verbal, written, presentation communication skills.</li> </ul></div></div></div>