Job Description

• To maintain service and application stability, availability and reliability through the facilitation of the various Service Management processes and associated activities.
• To provide level two technical support coupled with business or domain knowledge to ensure continued and quality service across geographies. Interpret complex cross functional and multi-geography data and provide recommendations to improve technology resilience.

Qualifications

• Type of Qualification:First Degree
• Field of Study:Information Studies
• Type of Qualification:First Degree
• Field of Study:Information Technology

Experience Required
Delivery Enablement

• Technology

5-7 years

• Experience gained in providing level 2 technical support to an area of the business. Gain understanding and experience of the various disciplines within technology and how these relate to each other.

5-7 years

• Proven experience in application of service management processes and frameworks with key competencies in:

Service Monitoring:

• Oversee the performance of IT services and ensure they meet predefined service levels.

Incident Management:

• Handle and resolve service disruptions quickly to minimize downtime.
• Coordinate with technical teams for rapid restoration of services.

Problem Management:

• Conduct root cause analysis (RCA) for recurring issues.

Change Management:

• Manage and document changes to IT services to minimize risk and impact on the business.

Reporting:

• Create and analyse service performance reports to inform management and stakeholders.
• Track performance metrics (e.g., uptime, response times) against Service Level Agreements (SLAs).

Customer Support & Relationship Management

• Collaborate with the service desk to improve user satisfaction.