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Senior IT Service Delivery Specialist

1 week ago

Randburg, Gauteng, South Africa Trafigura Full time

About Trafigura

Trafigura is a leading player in the global commodities industry. We source, store, transports, markets and supplies a range of energy, industrial and precious metals globally.

Job Description

We are seeking an experienced Platform Support Engineer to join our monitoring services team. The successful candidate will be responsible for delivering monitoring services to Standard Bank of South Africa deployed on our NTT monitoring platform.

The individual will work closely with the CSO, Security and Client teams to ensure that the monitoring service is delivered as per the agreed contract requirements.

Main Responsibilities:

  1. Analyze historical data to identify potential incidents before they occur
  2. Proactively identify and record problems
  3. Investigate and diagnose problems
  4. Perform advanced issue analysis and resolution
  5. Maintain accurate CI database information by client
  6. QA all inbound and outputs of the MACD and Take-on processes
  7. Track and close SVR's logged for all monitoring tasks in the Monitoring call queue
  8. Interface with the client to verify new requirements and ensure data integrity on current deployed estate
  9. Manage Ci's in and out of maintenance mode as required by Client
  10. Submit change requests to Change Management as required
  11. Understand and influence client operating models

Required Skills and Qualifications:

  • Critical thinking and root cause analysis skills
  • Experience managing and maintaining monitoring solutions
  • Solid understanding of Data Centre architecture
  • A good understanding of cloud connectivity architecture
  • A good understanding of perimeter security architecture
  • Expert level user of ITSM
  • Excellent time management and organizational skills to keep track of multiple problems
  • Demonstrate strong interpersonal and communication skills at a senior management level
  • Able to manage relationships with peers and managers
  • Positive team player attitude
  • Seasoned experience providing customer facing technical support
  • Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)
  • Seasoned working knowledge of the components in cloud/web applications
  • Seasoned understanding network monitoring connectors such as SCOM, SolarWinds etc
  • Seasoned understanding of HTTP/HTTPS Request and Response Cycle
  • Seasoned understanding of database concepts
  • Seasoned understanding of ITSM, CMDB and ITIL business process

Benefits and Others:

  • Hybrid Working Environment
  • Opportunity to work with a Global Top Employer
  • Strong personal commitment to quality and customer service
  • Proven ability to maintain a professional demeanor when handling complex user issues