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The Service Management Centre (SMC) is evolving from a monitoring-focused operation into a modern command centre. We are seeking motivated, forward-thinking professionals to keep services stable, lead major incident response, conduct root cause analysis, and improve the reliability and resilience of business-critical services. The ideal candidate is passionate about operational excellence and continuous improvement, and will help shape the future of the SMC rather than simply work within the existing model.
What You’ll Do
- Act as the central coordination point during production incidents and major incidents, driving restoration through to resolution.
- Assess business impact, escalate critical issues, and lead incident communications to technical and business stakeholders.
- Facilitate bridge calls and influence technical teams to drive outcomes in high-pressure situations.
- Monitor the health and performance of business-critical services across hybrid cloud and on-premises environments, analysing events and alerts and coordinating proactive actions to prevent incidents.
- Support ITIL-aligned Incident, Event, Change, Problem, and Major Incident Management processes, maintaining accurate records in ServiceNow.
- Lead Root Cause Analysis (RCA) and post-incident reviews, coordinating corrective and preventative actions and driving accountability for long-term fixes.
- Identify recurring trends, risks, and opportunities for continual service improvement.
- Champion process improvements and automation that reduce manual effort, help define the future operating model of the SMC, and share knowledge to build a culture of learning and innovation.
Requirements:
- Bachelor’s degree in Computer Science or a related field, or equivalent experience.
- 2-4+ years of relevant experience in operational support of critical services.
- Experience with ServiceNow or similar ITSM platforms and ITIL-based service management practices.
- Experience in Major Incident Management, Problem Management, and Root Cause Analysis (RCA), including facilitating post-incident reviews and driving corrective actions.
- Experience with Event Management and monitoring tools.
- Working knowledge of cloud platforms and hybrid environments, Windows and Linux systems, and networking fundamentals.
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