IT OPERATIONS / SERVICE MANAGEMENT ENGINEERs - Part-Time

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 infrastructure support.

•             Exposure to automation or scripting (e.g., PowerShell, Python) is an advantage.

•             Experience supporting large-scale enterprise or government environments is a plus.

Soft Skills

•             Strong analytical and problem-solving skills.

•             Good communication and stakeholder management abilities.

•             Ability to work in a fast-paced, operations-driven environment.

•             Detail-oriented with a focus on service quality and continuous improvement.