IT Operations & Service Delivery Engineer (Production Support/ITSM)

About the role

We are looking for an IT Operations & Service Delivery Engineer to manage and support the ongoing operations, maintenance and improvement of mission-critical IT systems. This role combines hands-on production support, incident management and technical service delivery, providing exposure to applications, infrastructure, cybersecurity, system integration and disaster recovery environments. You will work closely with customers, technical teams and vendors to ensure systems remain reliable, secure and available while meeting service-level commitments.

Key responsibilities

• Oversee daily application, infrastructure and database support operations.

• Monitor production system availability, performance and service reliability.

• Coordinate preventive and corrective maintenance activities.

• Manage Lifecycle Support Services (LSS) delivery in accordance with SLAs.

• Perform system monitoring, troubleshooting and service restoration activities.

• Lead incident escalations and coordinate timely resolution of production issues.

• Conduct root cause analysis (RCA) and follow through on corrective actions.

• Review and approve maintenance, deployment and change requests.

• Ensure production changes follow established risk and change-control procedures.

• Serve as a key contact for customers, technical teams and external vendors.

About you

• Bachelor's degree in information technology, computer science, engineering, cybersecurity, information systems or a related technology discipline.

• 2 years of relevant experience in project management, IT service management, lifecycle support services or a related technology environment.

• Hands-on experience in system monitoring, maintenance, troubleshooting and service restoration.

• Knowledge of incident, problem and change management processes.

• Understanding of ITSM/ITIL processes, application support and infrastructure operations.

• Knowledge of cloud and on-premise environments, databases, middleware, APIs and system integration concepts.

• Familiarity with government cybersecurity policies, security compliance requirements, vulnerability management and IT governance.

• Experience coordinating stakeholders, vendors and multiple operational deliverables.

• Proficiency in MS Excel, Word, PowerPoint and Project, with experience using collaboration or project management tools.

• Ability to communicate technical issues clearly, coordinate teams and prioritise time-sensitive operational activities.