IT support role

Job Title: IT support role
Contract Type: Contract
Location: Adelaide
Salary: $0 - $500 per day
Start Date: 2019-12-09
Reference: JO-1912-13407
Contact Name: Prachi Nawathey
Contact Email: [email protected]
Job Published: December 09, 2019 11:52

Job Description

Join one of the largest IT clients for  an initial 2 years contract based in Adelaide.

Technical Support & Execution
  • Ensure IT & OT Systems incidents are resolved rapidly and permanently to increase fixed on first call.
  • Co-ordinate resolution of IT & OT Systems Service Disruptions at site to support team by providing triage, following the Incident Management processes and performing end-to-end case management
  • Provide critical first responder function (24x7x365) basis for user requests and service restoration experienced by all IT & OT systems and Control Room users (12 hour shifts).
  • Safe execution of change and service requests and resolution of incidents to ensure production operations are not impacted by technology failures utilising operational procedures, processes and tools to deliver a premium level of support.
  • Restores services rapidly by applying structured problem solving techniques
  • Asset health management, ensuring proactive maintenance identification and safe execution of tasks
  • Raise risks associated with the technology design or implementation that impact safety or production targets
  • Responsible for the end-to-end case management and resolution of Service Disruptions and problems that impact IT & OT Systems Technology at site and within the site Control Rooms.
  • Escalate Service Disruptions as required to appropriate contacts in Operations, support team, Production stakeholders, Technology group, suppliers and vendors
  • Initiate and maintain regular communications with service support Operations, Production stakeholders, Technology group relating to Service Restoration disruptions and updates
  • Manage restoration of services as quickly as possible in the event of a disruption within SLA, working in partnership with all stakeholders
  • Provides input into root cause analysis and subsequent resolution of action items affecting equipment reliability.
  • Supports delivery of IT & OT Systems applications and infrastructure to agreed SLAs
  • Execute business unit disaster/service recovery plans and actively participate in the regular tests as required
  • Contribute to the ongoing maintenance process of the IT & OT Systems Technology KMDB core support documentation
  • Complies with the 1SAP Work Management & ServiceNow processes related to work identification, execution and the capturing of related historical transactional data into 1SAP/ServiceNow.
  • Identify and contribute to automation of tools and processes to continuously improve both reactive and proactive activities
  • Test disaster recovery plans for IT & OT Systems.
  • Provide Level 1 & 2 support and incident escalation to appropriate contacts in Operations, rest of Technology, suppliers and vendors and update all users on progress.

Technical Capabilities & Competencies
  • IT Network certifications (or proven practical working experience) 
  • ITIL certification
  • Fleet Management Systems certification (or proven practical working experience)
  • UHF/Digital radio certifications (or proven practical working experience)
  • SCADA & Control Systems certification (or proven practical working experience)
  • Windows 7/10 certification (or proven practical working experience)
  • 1SAP/SAP experience preferred.
  • Sound understanding of Fleet Management systems
  • Advanced skills in Microsoft office products - strong focus on Excel reporting

  • Broad experience in IT and / or OT in a large and complex mining/control room environment.
  • Strong background in customer relationship management, problem solving and process improvement.
  • Familiarity with mining supply chain management processes

Prachi Nawathey
03 83999949