G03 - Operations Support Engineer

What You'll Be Doing

• Oversee end-user IT support services, ensuring contract deliverables are met and user satisfaction is continuously improved.
• Manage the entire lifecycle of omnichannel IT support to ensure a seamless experience.
• Lead project implementation to ensure contractors services and infrastructure meet project timelines and milestones.
• Review contractors support infrastructure designs to ensure compliance with internal policies and contractual requirements.
• Define and enhance governance processes for IT support service provisioning by contractors.
• Collaborate with internal data analytics teams to analyze IT support data, uncover insights, and drive service improvements.
• Actively contribute to central product rollouts and enhancement initiatives.
• Explore and evaluate new technologies and solutions, integrating findings into operations to enhance user experience and service efficiency.

Requirements

• Strong technical foundation with proven experience across IT infrastructure and support technologies, including:
• IT Service Management Systems (e.g., ServiceNow)
• Digital Experience Monitoring Tools (e.g., Nexthink, Aternity)
• Cloud Platforms (e.g., Google Cloud, AWS, Microsoft Azure)
• Vulnerability Management Tools (e.g., Tenable)
• Contact Centre Operations & Systems
• Solid understanding of ITIL frameworks and practices
• Strong project management skills ability to track milestones, manage dependencies, and deliver projects on time and within scope.