ITSM Engineer (IT Operations)

Job Description

As an IT specialist, you will be responsible for implementing and maintaining security and business continuity controls at key IT systems and processes to secure the IT environment

Role & Responsibilities:

• Establish and own production incident management framework. Handle production incidents and ensure timely escalation of security incidents
• Monitor and report on IT service level trends and production incidents to senior management and relevant stakeholders
• Maintain IT Configuration Management Database (CMDB); conduct regular environment review and scans to ensure that CMDB is up to date
• Provide Level 1 production support and ensure segregation of duties principle is maintained. Ensure that production data is removed or masked in non-production systems when they are no longer required
• Establish and own IT change management process: ensure that changes are assessed, tested and approved before implementation
• Set up and drive Change Advisory Board meetings, and document change approvals
• Manage emergency change process and ensure checks and controls are in place for such changes
• Implement and monitor logging facilities to detect and escalate any unauthorised changes implemented to production environment
• Detect and manage any shadow IT, and manage onboarding of shadow IT to be managed
• Monitor hardware and software End-of-Life and End-of-Service Life cycles, lead technology refresh initiatives and maintain technology refresh plan on premise and on cloud
• Define Business Continuity and IT Disaster Recovery (DR) processes; conduct and maintain Business Impact Analysis (BIA), and ensure that system DR requirements are documented; provide advisory support on proposed RTO/RPO
• Coordinate the testing of DR plans and resilience capabilities, and follow up to ensure weaknesses are remediated
• Conduct periodic review of infrastructure to identify single points of failure and remediate them
• Define system capacity and threshold requirements, monitor resource utilisation of systems on cloud and on premise
• Maintain central inventory of system data backup requirements, coordinate data backup and restoration testing
• Ensure backups are protected from unauthorised access
• Ensure that confidential data are removed from storage media and backup on disposal/redeployment

Qualifications

• 2-3 years of working experience in IT Service Management, Business Continuity Management, IT Disaster Recovery and/or IT operations capacity
• Excellent strategic, problem solving, and analytical skills, with keen attention to details
• Ability to think through hypothetical situations and concepts and to identify risks and weaknesses in various business processes
• Exposure to DevOps, and cloud platforms such as AWS and Azure would be valuable
• Strong inter-personal and communication skills
• Team player and ability to work independently when the need arise
• Industry certifications and knowledge of relevant frameworks (e.g. ITIL, COBIT, TOGAF, CBCP) would be a bonus

If you are interested in this position, please click "Apply Now" and we will review your qualifications & reach out to you for further discussion & next steps.

Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.

EA Licence No: 11C5502
Registration No: R1876903