ROLE & RESPONSIBILITIES:

Willing and able to work shifts, after hours and on public holidays
Action and resolve IM (Incident Management) tickets
Action and resolve CIM (Critical Incident Management) tickets as required
Raise and lead PM (Problem Management) tickets as identified
Action and coordinate CM (Change Management) tasks and tickets as required
Perform daily system health checks
Ensure systems are operational according to SLAs
Draw KPI Reports and report to stakeholders on a monthly basis
Adhere to the PIC processes (Problem, Incident & Change Management
Perform daily operations tasks and end user support
Creation of pertinent test documentation
Conduct Ops Basic Training
Enable end user knowledge transfer and training
Work closely with Agile Masters, developers, product owners and various global stakeholders in the feature
teams
Provide general assistance to the Operations t...