ROLE & RESPONSIBILITIES: Willing and able to work shifts, after hours and on public holidays Action and resolve IM (Incident Management) tickets Action and resolve CIM (Critical Incident Management) tickets as required Raise and lead PM (Problem Management) tickets as identified Action and coordinate CM (Change Management) tasks and tickets as required Perform daily system health checks Ensure systems are operational according to SLAs Draw KPI Reports and report to stakeholders on a monthly basis Adhere to the PIC processes (Problem, Incident & Change Management Perform daily operations tasks and end user support Creation of pertinent test documentation Conduct Ops Basic Training Enable end user knowledge transfer and training Work closely with Agile Masters, developers, product owners and various global stakeholders in the feature teams Provide general assistance to the Operations team and end users Co-ordinate all TLM topics with feature teams timeously Ensure stability and availability of all infrastructure to support feature teams Ability to work as part of a team Ability to work interdependently as well as independently and to submit deliverables on time and with excellent quality Excellent interpersonal and organisational skills with the ability to communicate effectively (both verbally and in writing) with both technical and non-technical colleagues / users Have good presentation skills Self-starter Above-board work ethics Flexibility to take up different tasks in the project Ability and willingness to coach and give training to fellow colleagues and users when required Willing and able to travel internationally Where required, interpret documents from German to English QUALIFICATIONS/EXPERIENCE: IT Degree and/or relevant qualifications Minimum 3 years It infrastructure support experience IT Ops experience highly advantageous