Job Purpose and Impact

The ITSM Senior Consultant is responsible for overseeing and ensuring the effective delivery of IT Service Management processes, with a primary focus on Incident Management, Problem Management, and Change Management. This role acts as the bridge between IT operations, business stakeholders, and service delivery teams to maintain service stability, minimize disruptions, and drive continuous improvement. 

Key Accountabilities

• MONITORING INFRASTRUCTURE PERFORMANCE: Leads network performance monitoring to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and ensure optimal performance.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Leads monitoring and responding to network and hosting incidents, outages, and performance alerts, including categorizing issues, and facilitating with technical teams for timely resolution.
• PROTOCOL ANALYSIS: Performs complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
• CONFIGURATION & DEPLOYMENT: Configures and deploys new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve complex network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Validates the documentation of network issues, resolutions, and performance trends, reviews and provides reports to stakeholders to inform decision making and improve network operations.
• BACKUP & DISASTER RECOVERY: Develops and maintains backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Develops automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.

Qualifications

• Minimum requirement of 12 years of relevant work experience. Typically reflects 10 years or more of relevant experience.
• Lead major incident response, coordinate with technical teams for quick service restoration, and manage escalations and communication.
• Analyze recurring issues, drive root cause elimination, and maintain a knowledge base with corrective actions.
  Oversee the change process, chair CAB meetings, and ensure proper testing, documentation, and approvals before implementation.