ITIL support engineers

SavageOne Pty Ltd; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking an ITIL Support Engineer to provide comprehensive support across various IT systems and services. This role focuses on ensuring high availability and performance in both pre-production and production environments. You will engage in proactive maintenance, incident management, and capacity planning, all aligned with ITIL best practices. The ideal candidate will have a strong background in cloud technologies and be adept at managing both on-premise and cloud deployments. Join a dynamic team where your contributions will enhance operational efficiency and support critical business functions.

Qualifications

• Experience in ITIL processes and frameworks, particularly in incident and change management.
• Strong analytical skills for root cause analysis and problem resolution.

Responsibilities

• Deliver end-to-end support across IT systems ensuring high availability and performance.
• Manage incidents, perform root cause analysis, and implement permanent resolutions.

Skills

ITIL Best Practices

Incident Management

Performance Tuning

Proactive Maintenance

Capacity Management

Education

Degree in Information Technology

ITIL Certification

Tools

AWS

OpenShift

SharePoint

Service Desk Platforms

Monitoring Systems

System Check Database (ASICS)

Job description

Role Overview

The ITIL Support Engineer is responsible for delivering end-to-end support across a wide range of IT systems and services, ensuring high availability, performance, and reliability of both pre-production 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

• Provide 1st-level support as outlined in the component matrix.

• Deliver preventative support through system monitoring, regular checks, and implementation of proactive actions.

• Perform performance tuning based on monitoring data and as requested.

• Support both on-premise, private cloud (OpenShift), and public cloud (AWS) deployments.

• Perform routine and monthly maintenance tasks (e.g., patching, system upgrades, version control).

2. Incident and Problem Management

• Manage and resolve incidents within agreed SLAs.

• Diagnose and escalate unresolved issues to the next support level.

• Perform root cause analysis using log files and alarm correlation.

• Maintain a strong focus on recurring technical problems and implement permanent resolutions.

3. Change and Configuration Management

• Implement approved maintenance changes (often after hours).

• Maintain accurate as-built documentation and update system baselines.

• Conduct change impact analysis and participate in change approvals.

• Perform configuration management activities via SharePoint and other tools.

4. Service and Capacity Management

• Deliver service support across all domains (pre-production and production).

• Conduct capacity management for designated Self-Service & Robotic Enablement Operations Support infrastructure components.

• Monitor and maintain system health via daily and mid-day health checks.

• Record and track all checks in the System Check Database (ASICS).

5. Operational Activities

• Control and manage the pre-production environment.

• Implement operational requests and rollback plans as required.

• Perform high-level verification of general operational changes.

• Maintain system performance through proactive monitoring and log file capturing.

6. Communication and Reporting

• Communicate incident resolution status and health check notifications.

• Log faults and incidents using the service desk and self-call logging systems.

• Collaborate with on-site support teams to validate and assign service requests.

• Provide documentation and updates to the service desk for CI (Configuration Item) updates.

7. Stakeholder and Vendor Engagement

• Manage and coordinate with 4th-line vendors.

• Assist in project handovers and ensure acceptance into operations.

• Support Vodacom BCP (Business Continuity Planning) and DRP (Disaster Recovery Planning) exercises.

8. Security and Compliance

• Manage access control and ensure alignment with security protocols.

• Provide documentation for audit and compliance purposes.

Tools & Technologies

• Monitoring Systems

• System Check Database (ASICS)

• SharePoint (for configuration/documentation)

• Service Desk Platforms (Fault Logging, Incident Management)

• Cloud platforms: AWS, OpenShift