Sr. Major Incident Management Engineer

Responsibilities

Design, implement, and optimize IT Service Management processes based on ITIL best practices.

Lead ITSM tool configuration, customization, and integration to enhance service delivery.

Conduct regular assessments of ITSM processes to identify areas for improvement and implement changes accordingly.

Collaborate with IT teams to ensure that service level agreements (SLAs) are met and continuously monitored.

Provide training and support to staff on ITSM tools and processes to foster a culture of continuous improvement.

Analyze service performance data and prepare reports for management to aid decision-making.

Manage incident, problem, change, and release management initiatives to minimize disruptions and improve service availability.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT Service Management, preferably in a senior or lead role.

Deep understanding of ITIL framework and certification (ITIL Expert preferred).

Proficiency in using ITSM tools such as ServiceNow, BMC Remedy, or similar.

Strong analytical and problem-solving skills with a focus on process optimization.

Excellent communication and interpersonal skills, capable of working with technical and non-technical stakeholders.

Ability to mentor and lead junior staff members and foster a collaborative team environment.