Specialist - Operations Centre (Contract position)
Krypton Mining
- Johannesburg, Gauteng
- Permanent
- Full-time
- Oversee the efficient consumption of IT services by business units, ensuring alignment with business objectives.
- Develop and implement business cases for additional ITSM & ITOM processes such as Knowledge Management, Change Management, and Release Management to improve service delivery.
- Define and maintain service levels regarding Availability, Performance, and Resiliency.
- Orchestrate Root Cause Analysis (RCA) for critical incidents and recurring problems to ensure long-term resolutions.
- Continuously identify and implement IT process improvements using metrics to drive value and efficiency.
- Collaborate with teams to define the service portfolio roadmap, focusing on maturing IT service capabilities.
- Design and utilize monitoring tools to ensure compliance with Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and Service Level Agreements (SLAs).
- Manage strategic direction and implementation of ITSM and ITOM processes and tools, ensuring they support the broader IT and business strategy.
- Monitor and refine IT service metrics, shaping future ITSM & ITOM strategies to align with organizational goals.
- Lead Service Transition Management within the Service Operations framework, ensuring seamless service delivery and operations integration.
- Required Certifications: CompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Administrator Associate, ITIL Foundation.
- Extensive experience with IT service management and operations platforms, particularly ServiceNow.
- Proven ability to develop and implement ITSM and ITOM frameworks.
- Strong familiarity with IT governance, monitoring tools, and incident management systems.
- Exceptional troubleshooting, analytical, and problem-solving skills.
- Leadership experience in IT operations, with a focus on strategic development and process improvement.