ICT Infrastructure Engineer

Job Description:

Incident Management:

• Provide end-to-end management of all major IT incidents across clients Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
• Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
• Perform quality reviews of incident tickets, analyze trends to identify potential major incidents, and spearhead improvement workstreams
• Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure

Change Management and service Request management:

• Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
• Manage service request management pr...