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IT Operations Engineer

Capital International

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Location:
Isle of Man; South Africa , Douglas ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

As part of our commitment to developing talent, we are seeking a proactive IT Operations Engineer to join a dedicated team focused on resolving operational backlogs and embedding best practices within IT Operations. This is a full-time role, reporting to the IT Operations Team Leader. The successful candidate will play a key role in resolving operational backlogs, embedding best practices, and supporting the delivery of high-quality IT operational service. This role is ideal for an experienced IT professional who excels in problem-solving, documentation, and continuous improvement, and who is committed to delivering sustainable solutions and supporting operational excellence.

Job Responsibility:

  • Taking ownership of assigned operational tickets through to resolution, ensuring thorough investigation, root cause analysis, and long-term solutions rather than superficial closure
  • Collaborate with team members and subject matter experts to resolve complex incidents, requests, and problems, maintaining a focus on quality and sustainable improvement
  • Ensure all actions, decisions, and solutions are clearly and comprehensively documented in Confluence, including process updates and knowledge sharing
  • Participate in process redesign and automation initiatives to improve efficiency and prevent recurrence of issues
  • Maintain up-to-date and accurate ticket records in Jira, ensuring clarity, correct categorisation, prioritisation, and progress updates
  • Communicate clearly and transparently with colleagues, stakeholders, and leadership, providing regular updates on progress and challenges
  • Uphold the highest standards of professionalism, integrity, and respect in all interactions, contributing to a collaborative and supportive team environment
  • Support the triage and maintenance of tickets, ensuring all key elements are fit for purpose and aligned with ITIL 4 definitions
  • Participate in daily reviews, contribute to continuous improvement, and support the professional development of team members through knowledge sharing and feedback
  • Participate in the on-call rota, including out-of-hours incident response
  • Contribute to the patching and maintenance of systems and applications
  • Support Operational Readiness Testing to ensure service stability and compliance

Requirements:

  • Extensive experience in an IT operations, service desk, or technical support role, with a proven ability to resolve complex issues and support operational improvements
  • Strong analytical and troubleshooting skills, including the ability to perform root cause analysis and implement long-term preventative solutions
  • Excellent communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
  • High attention to detail, with a disciplined approach to documentation and process adherence
  • Experience with process redesign, documentation, and knowledge management (e.g., using Confluence and Jira)
  • Proactive, solutions-focused approach, with a continuous improvement mindset and a strong sense of ownership
  • Ability to work collaboratively within a team, demonstrating openness to feedback and alternative viewpoints
  • Working knowledge of IT service management (ITSM) practices, including incident, problem, and change management, ideally within an ITIL4-aligned framework
  • Experience in supporting a broad IT environment, including Azure Cloud, Hyper-Converged Infrastructure (HCI), Microsoft 365, cloud services, virtual desktops, and mobile devices

Nice to have:

  • Relevant certifications such as CompTIA A+, ITIL Foundation (v4 preferred), or Microsoft certifications are desirable
  • Experience working in a regulated industry, with an understanding of compliance, audit readiness, and data protection requirements is beneficial
What we offer:
  • Private health care
  • Life insurance
  • Flexible working hours
  • Pension scheme
  • Volunteering opportunities
  • Extensive training and development programmes
  • Access to innovative products

Additional Information:

Job Posted:
March 24, 2026

Employment Type:
Fulltime
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