Itsm Tools and Observability Lead

This role involves driving continuous improvement by monitoring KPIs and system health. Responsibilities include managing vendor relationships and leading a high-performing team. The position requires ensuring compliance with IT security and championing innovation.

• University degree in Computer Science, Information Technology, Engineering, or a related discipline

• 6+ years of experience in IT Service Management

• Proven track record leading Centres of Excellence

• Strong knowledge of ITIL framework, ITSM tools

• Experience integrating ITSM with DevOps

• Excellent leadership, communication, and stakeholder engagement abilities

• Excellent understanding of ITSM Tools, Monitoring & Observability Platforms

• Proficiency in MS Office & Collaboration Tools

• Proficiency in computing principles

• Demonstrable, strong working knowledge of ITIL Service Management framework and standards

• Problem solving capabilities

• Strong analytical skills

• Capable of multi-tasking, good time management and prioritization of workload

• Familiarity with emerging technologies

• Project Management skills / Certifications desirable

• Unix/Linux & CCNA Certification is an added advantage

• RPA skills is an added advantage