Job Description

Our client is looking for an Advanced IT Operations Engineer to deliver critical 24 7 support that keeps global manufacturing plants operating efficiently across an international production network. In this role, you'll lead incident management, conduct root cause analysis, and drive operational excellence for enterprise-wide IT service desk operations.
You will play a vital part in ensuring operational stability and business continuity, applying your customer service expertise and strong problem-solving skills to minimize downtime and provide world-class support for production-critical systems across all international plants.
Advanced operations engineering with 24x7 production support
Flexible working of 1960 hours with shift-based operations
Enterprise IT service desk role with incident and escalation management
POSITION: Contract: 01 January 2026 31 December 2028
EXPERIENCE: Minimum 2 years IT related working experience, 3+ years customer service facing role
COMMENCEMENT: 01 January 2026
LOCATION: Menlyn
TEAM: Enterprise IT Service Desk / Production Support
Qualifications / Experience

• Two years IT related working experience
• Minimum 3 years in a customer service facing role

Essential Skills Requirements

• Fluent Business English (Excellent Verbal & written)
• Min 3 years in a customer service facing role
• Escalations and complaint management
• Problem solving and root cause analysis
• Any additional responsibilities assigned in the Agile Working Model (AWM) Charter

Advantageous Skills Requirements

• Information Technology Certification / Qualification
• Specific organizational know-how and experience

Role Requirements

• IT experience delivering operations support services
• Strong analytical and problem-solving skills with a high attention to detail
• Provide Production Support (IT) for all international plants outside of Germany
• Be the telephone call receipt of IT incidents related to production issues
• Pre-qualify IT-incidents and classify additional relationships
• Fix incidents in IT systems in accordance with User manuals
• Monitor IT system error messages and process accordingly
• Provide guidance throughout the Incident management processes
• Initiate the IT escalation process, when required
• Process email requests
• Serve as an "Information channel" for Management and end-users
• Work onsite shifts as part of a team providing 24 x 7 x 365 support
• Steering the measurements and communication of operation KPIs and defining necessary measures to improve quality
• Prioritizing the necessary operational scope for applications of business-critical processes for the backlog
• Leading specific operation meetings for processing of major and critical incidents
• Leading postmortem treatment of major and critical incidents
• Supporting Infrastructure Feature Teams in post-processing of major incidents
• Supporting with the development of the system design about the requirements for stable operation (design for run)
• Steering the IT Service Continuity Management (ITSCM) for business-critical processes
• Integrating requirements for critical applications from the regulated business units
• Requesting measures in the PRIME processes for the implementation of operational and compliance requirements from the infrastructure
• Planning and ensuring the appropriate use of the overarching operation budget
• Ensuring the implementation of technical lifecycle measures and identifying security measures
• Monitor and maintain the health and performance of applications
• Troubleshoot and resolve application issues, ensuring minimal downtime and impact on users
• Analyse application logs and metrics to identify and address potential issues proactively
• Implement and maintain monitoring and alerting solutions for applications and infrastructure
• Ensure adherence to security and compliance standards in all operational activities
• Document operational procedures, incident reports and troubleshooting guides

NB:
South African citizens/residents preferred. Valid work permit holders will be considered. By applying, you consent to be added to the database and to receive updates until you unsubscribe. If you do not receive a response within 2 weeks, please consider your application unsuccessful.
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iSanqa is your trusted Level 2 BEE recruitment partner, dedicated to continuous improvement in delivering exceptional service. Specializing in seamless placements for permanent staff, temporary resources, and efficient contract management and billing facilitation, iSanqa Resourcing is powered by a team of professionals with an outstanding track record. With over 100 years of combined experience, we are committed to evolving our practices to ensure ongoing excellence.

Skills Required