It Operations Engineer (Contract) - Gauteng / Menlyn - Isb9700994

Introduction

Our client is looking for an Advanced IT Operations Engineer to deliver critical 24×7 support that keeps global manufacturing plants operating efficiently across an international production network.

In this role, you’ll lead incident management, conduct root cause analysis, and drive operational excellence for enterprise-wide IT service desk operations.You will play a vital part in ensuring operational stability and business continuity, applying your customer service expertise and strong problem-solving skills to minimize downtime and provide world-class support for production-critical systems across all international plants.

Advanced operations engineering with 24x7 production support Flexible working of

• hours with shift-based operations Enterprise IT service desk role with incident and escalation managementPOSITION : Contract : 01 January
• December
• EXPERIENCE : Minimum 2 years IT related working experience, 3+ years customer service facing roleCOMMENCEMENT : 01 January
• LOCATION : MenlynTEAM : Enterprise IT Service Desk / Production Support

Duties & Responsibilities

Role RequirementsIT experience delivering operations support servicesStrong analytical and problem-solving skills with a high attention to detailProvide Production Support (IT) for all international plants outside of GermanyBe the telephone call receipt of IT incidents related to production issuesPre-qualify IT-incidents and classify additional relationshipsFix incidents in IT systems in accordance with User manualsMonitor IT system error messages and process accordinglyProvide guidance throughout the Incident management processesInitiate the IT escalation process, when requiredProcess email requestsServe as an "Information channel" for Management and end-usersWork onsite shifts as part of a team providing 24 x 7 x supportSteering the measurements and communication of operation KPIs and defining necessary measures to improve qualityPrioritizing the necessary operational scope for applications of business-critical processes for the backlogLeading specific operation meetings for processing of major and critical incidentsLeading postmortem treatment of major and critical incidentsSupporting Infrastructure Feature Teams in post-processing of major incidentsSupporting with the development of the system design about the requirements for stable operation (design for run)Steering the IT Service Continuity Management (ITSCM) for business-critical processesIntegrating requirements for critical applications from the regulated business unitsRequesting measures in the PRIME processes for the implementation of operational and compliance requirements from the infrastructurePlanning and ensuring the appropriate use of the overarching operation budgetEnsuring the implementation of technical lifecycle measures and identifying security measuresMonitor and maintain the health and performance of applicationsTroubleshoot and resolve application issues, ensuring minimal downtime and impact on usersAnalyse application logs and metrics to identify and address potential issues proactivelyImplement and maintain monitoring and alerting solutions for applications and infrastructureEnsure adherence to security and compliance standards in all operational activitiesDocument operational procedures, incident reports and troubleshooting guidesNB : South African citizens / residents preferred.

Valid work permit holders will be considered.

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Desired Experience & Qualification

Qualifications / ExperienceTwo years IT related working experienceMinimum 3 years in a customer service facing roleEssential Skills RequirementsFluent Business English (Excellent Verbal & written)Min 3 years in a customer service facing roleEscalations and complaint managementProblem solving and root cause analysisAny additional responsibilities assigned in the Agile Working Model (AWM) CharterAdvantageous Skills RequirementsInformation Technology Certification / QualificationSpecific organizational know-how and experience

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