ITSM support Engineer

Responsibility:
1. Management of vendor partnerships and relationships with non Tech teams
2. Facilitates delivery of platform deployments / expansion
3. Leads development of new products / features / fixes / technical solutions
4. Facilitates timely provision of 2nd and 3rd line support for Manufacturing Excellence Products
5. Ensures continuity of business execution through ensuring applications within Manufacturing Excellence Products are:
Adopted in a compliant manner at the site
Sustained by robust and secure infrastructure
6. Leads in troubleshooting applications across multiple technology domains, products and business areas.
7. Engages with site tiered accountability process; and participate in Tech Performance Management processes
8. Drives service optimisation for Manufacturing products at a site level
9. Identification of value and improvement opportunities
10. Leads Site aspects of archiving and decommissioning activities for systems that have reached the end of their lifecycle


Skill set required:
• Experience of application management, operations, and/or support including knowledge and experience of Incident, Problem and Change Management
• Min 5+ years of exp needed
• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services.
• Has an ability to make appropriate technical decisions, initiating action to resolve operational issues
• The fundamentals of an IT background are necessary to allow the ability to quickly triage problems to most likely categories to restore service; Understanding of the business processes allows for the creation of alternative solutions to enable business continuity while the initial problem is being dealt with and to develop solutions for the business that drive improvements and value.
• Strong conceptual thinking, modelling, analytical and problem-solving skills, strong interpersonal and communication skills
• Strong relationship building, team working and influencing skills
• High learning agility - ability to learn and adapt to new concepts, systems, and software independently and quickly
• Experience in a manufacturing environment with a good understanding of manufacturing principles and practices.
• Comprehensive knowledge and understanding of the Systems Development Life Cycle
• Good knowledge and understanding of IT systems and how they apply to supported business areas.
• Knowledge of systems/software development methodologies and system architectures
• Good communications in English, sufficiency to build and maintain organizational support
• Experience in support and / or development of IT systems
• Must be able to work with minimal supervision. Ability to plan own work to meet objectives, and to work independently.
• Experience in working with relational Databases (e.g. SQL Server or Oracle) and the ability to develop SQL queries.
• Knowledge of MS Windows operating Systems, MS SQL Server Databases
• Knowledge and experience in supporting Manufacturing shop floor systems