Your New Role The Graduate Consultant (Integrated Operations - IOPS) reports to the Manager - Integrated Operations at Innovior and is an Integral member of the managed services team within the Engineering Management squad. IOPS consultants are Innovior's representatives for the clients day-to-day service operations, managing technology incidents and service requests including proactive health checks, backups and restores, DevOps oversight and platform operations across the ITSM tool and cloud based omnichannel front door engagement.
We are looking for someone with strong academic qualification in Computer Science or similar who is looking for an entry-level IT position. In this role you will be multitasking across technologies that Innovior leverages for digital transformation projects and can drive exceptional operational experience for Innovior's clients, post-handover to BAU.
Objectives of this role: Perfective Maintenance - An Integrated Operations Consultant is responsible for assisting the customers' concerns regarding the technology solution and services through proactive maintenance of the solution platform and underlying infrastructure. Our IOPs consultants conduct preventive maintenance, upgrade systems to boost optimal performance, create product manuals, record the occurring issues, perform adjustments on the systems infrastructure. Customer Issue Triaging and First call Resolution Diagnose and troubleshoot technical issues based on the solution stack including account setup and minor configuration Issues based on runbooks. Ability to Identify a preliminary plan of action to restore services and minimize production Impact. Use the ServiceNow platform to manage caseload. Track Incidents and service requests through to resolution, within agreed service level commitments. Be an effective communicator and ability to multi-task in an omnichannel engagement via phone, email and portal. Timely escalation of unresolved issues to orchestration / SWAT specialists (e.g. salesforce, Automation, Data & Analytics, ServiceNow etc.) Maintain an effective knowledge management system and ensuring KB articles are available for quicker resolution. Maintain case hygiene, regular updates (internal teams and external clients) and timely resolution and closure Is followed based on agreed processes. Prepare accurate and timely daily reports for case hygiene. Document technical knowledge in the form of runbooks, service operations procedures and service management manuals. Roster based After-hours support flexibility - Be flexible, committed, and passionate about business hours support as well as after-hours roster-based support arrangements for our clients that required 24x7 service for higher priority Issues. Key skills to be successful at this role: Relevant tertiary qualifications in Computer Science or related field (completed or on-going). Knowledge of support tooling such as ITSM (ServiceNow or any equivalent) will be highly regarded. Knowledge of or training in Cloud Computing, Salesforce, or Intelligent Automation will be an added advantage. Knowledge or interest in the IT managed services industry. Experience in a customer service role. Desire to work in IT consulting. Excellent communication skills and a passion for learning new skills. Passion for emerging technologies.
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