ITIL support engineers
ITIL support engineers
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Salary Not Disclosed
1 Vacancy
Job Description
Role Overview
The ITIL Support Engineer is responsible for delivering endtoend support across a wide range of IT systems and services ensuring high availability performance and reliability of both preproduction and production environments. The role encompasses proactive maintenance incident and problem management configuration and capacity planning aligned with ITIL best practices.
Key Responsibilities
1. Technical Support
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Provide 1stlevel support as outlined in the component matrix.
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Deliver preventative support through system monitoring regular checks and implementation of proactive actions.
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Perform performance tuning based on monitoring data and as requested.
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Support both onpremise private cloud (OpenShift) and public cloud (AWS) deployments.
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Perform routine and monthly maintenance tasks (e.g. patching system upgrades version control).
2. Incident and Problem Management
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Manage and resolve incidents within agreed SLAs.
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Diagnose and escalate unresolved issues to the next support level.
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Perform root cause analysis using log files and alarm correlation.
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Maintain a strong focus on recurring technical problems and implement permanent resolutions.
3. Change and Configuration Management
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Implement approved maintenance changes (often after hours).
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Maintain accurate asbuilt documentation and update system baselines.
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Conduct change impact analysis and participate in change approvals.
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Perform configuration management activities via SharePoint and other tools.
4. Service and Capacity Management
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Deliver service support across all domains (preproduction and production).
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Conduct capacity management for designated SelfService & Robotic Enablement Operations Support infrastructure components.
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Monitor and maintain system health via daily and midday health checks.
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Record and track all checks in the System Check Database (ASICS).
5. Operational Activities
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Control and manage the preproduction environment.
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Implement operational requests and rollback plans as required.
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Perform highlevel verification of general operational changes.
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Maintain system performance through proactive monitoring and log file capturing.
6. Communication and Reporting
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Communicate incident resolution status and health check notifications.
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Log faults and incidents using the service desk and selfcall logging systems.
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Collaborate with onsite support teams to validate and assign service requests.
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Provide documentation and updates to the service desk for CI (Configuration Item) updates.
7. Stakeholder and Vendor Engagement
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Manage and coordinate with 4thline vendors.
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Assist in project handovers and ensure acceptance into operations.
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Support Vodacom BCP (Business Continuity Planning) and DRP (Disaster Recovery Planning) exercises.
8. Security and Compliance
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Manage access control and ensure alignment with security protocols.
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Provide documentation for audit and compliance purposes.
Tools & Technologies
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Monitoring Systems
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System Check Database (ASICS)
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SharePoint (for configuration/documentation)
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Service Desk Platforms (Fault Logging Incident Management)
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Cloud platforms: AWS OpenShift
Employment Type
Full Time
