Plant Support Senior Specialist

About the role

The Plant Support Senior Specialist serves as the central coordination point for IT service operations at the plant. The role oversees incident handling, change and capacity management, and ensures effective communication with stakeholders to maintain service reliability.

Key responsibilities

• Act as the central coordination point for all IT incidents at the plant – logging, categorizing, prioritizing, assigning, and tracking tickets through to resolution.
• Own the Incident Management process, driving timely resolution and coordinating cross‑team efforts for high‑severity, repeat, and aging incidents.
• Manage the escalation process, ensuring incidents and requests are escalated to the correct teams, vendors, or management according to defined SLAs.
• Champion the IT Change Management process – raise, review, and coordinate RFCs, ensuring risk assessment, readiness, back‑out plans, and adherence to approved change windows.
• Ensure business customers are aware of and agree to any downtime required for approved changes.
• Lead Capacity Management activities – monitor utilization and performance, forecast demand, and recommend capacity adjustments.
• Coordinate and dispatch tasks to relevant support teams (Hosting, EUC, Network, Applications, Database) and follow up to ensure completion.
• Draft and send communication emails to stakeholders regarding incidents, planned changes, maintenance windows, outages, and service restorations.
• Serve as the primary liaison between plant operations, IT support teams, and external service providers/vendors.
• Maintain and enforce ITIL‑aligned processes across Incident, Problem, Change, and Capacity Management.
• Drive root cause analysis and problem management to reduce recurring incidents and improve service reliability.
• Develop and maintain IT Service Management status boards, dashboards, and reports; present performance and SLA metrics to management.
• Contribute to Knowledge Management by capturing solutions, SOPs, and known errors.

Required profile

• 84 months (7 years) of experience in IT service management.
• Familiarity with ITIL best practices and processes.

Required skills

• Reporting dashboards
• Hosting
• Network applications
• Capacity Management
• EUC
• Change Management
• Incident Management
• Problem Management
• ITIL Processes
• Database