Baringa - IT Operations Lead
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Requirements
• Proven experience in ITIL-based Major Incident, Incident and Problem. Experience in Change Management is beneficial but not required. • Strong leadership and coordination skills in high-pressure, time-critical environments. • Excellent communication and stakeholder management skills, including executive-level updates and facilitation. • Demonstrated ability to assess risk, manage dependencies, and plan/coordinate complex technical change. • Analytical mindset with experience in root cause analysis techniques and driving preventative actions. • Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management). • ITIL V4 Foundation certification (Mandatory); additional ITIL/Change/Service Management certifications are advantageous. • Emergency change volume controlled and justified, with trend analysis and preventative improvements implemented. • What a career at Baringa will give you • Putting People First. • Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include: • Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service. • Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave. • Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us. • Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice. • Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success. • Diversity and Inclusion
Responsibilities
• Major Incident Management (20%) • Lead and coordinate the response to major incidents, ensuring timely resolution and clear communication to stakeholders. • Act as the central point of contact during critical outages, facilitating technical bridges and executive updates. • Ensure incidents are logged, prioritized, and escalated appropriately. • Maintain the Major Incident process and ensure it is rigorously followed across teams. • Produce post-incident reports and lead review meetings to identify lessons learned. • Problem Management (45%) • Own the Problem Management process, ensuring problems are logged, investigated, and resolved effectively. • Drive root cause analysis (RCA) and implement permanent fixes to prevent recurrence. • Maintain the Known Error Database (KEDB) and ensure documentation is up to date. • Monitor problem resolution progress and report on KPIs and SLAs. • Change Management (35%) • Own and continuously improve the Change Management process, ensuring consistent governance and compliance. • Manage the full change lifecycle (request, assessment, approval, scheduling, implementation, and post-implementation review). • Assess change impact, risk, dependencies, and rollback plans; ensure appropriate stakeholder engagement and technical readiness. • Coordinate change communications, maintenance windows, and implementation scheduling to minimise business disruption.
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