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    Specialist - Operations Centre (Contract position) - Johannesburg, South Africa - Krypton Mining

    Krypton Mining
    Krypton Mining Johannesburg, South Africa

    3 days ago

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    Description

    We are looking for a Specialist in our Operations Centre, adept at managing IT Services across our robust network. This role is crucial for enhancing our IT Service Management (ITSM) and IT Operations Management (ITOM) processes, ensuring optimal performance and resilience in our IT infrastructure. Contract position until December 2024.

    Key Responsibilities:

    • 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.

    Requirements

    Requirements:

    • 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.
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