Closing Date: 2024-05-24Job Type: ContractJob Level: SeniorExperience: Between 5 - 7 YearsEE/AA: NoSummaryA Mining giant is looking for a Regional Specialist Operations Centre with 5+ years' experience.DescriptionEnsure that IT Services are being consumed efficiently by business unitsDevelop business cases to propose and implement additional ITSM & ITOM processes and functions to further improve service – Knowledge Management, Incident & Request Management, Problem Management, Change Management, Release Management, Event Management, Service Transition, and CMDB Management (with self-service capabilities)Ensure service levels are defined and met around Availability, Performance, and ResiliencyOwn and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long-term resolution of P1 (Critical severity incidents), recurring incidents, recurring problems, or significant eventsIdentify and define opportunities for process improvement and adhere to the principles of Continual Service -- Improvement utilising metrics to ensure processes provide the anticipated value to stakeholders and usersCollaborate with relevant teams to define the service portfolio roadmap, maturity path, and customer priorities and drive to improve maturity levels continuouslyDesign and utilise score-cards, surveys, methods, and tools to monitor KPI, OLA, and SLA complianceAccountable for the strategic direction and guidance of ITSM and ITOM processes and functions, as well as their supporting toolsMinimum RequirementsAn undergraduate qualification (bachelor’s degree or equivalent) in the relevant IM Discipline and TechnicalCompTIA Network+, CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Administrator Associate, and ITIL Foundation
