IT Service Management Engineer

An exciting new opportunity in our IT Service Management Team dedicated to provide governance on incidents and changes.

ITSM team is a cross-functional and key figure, embedded in the Tech Department, but working closely with almost all Company Departments, such as Product and Development, Customer Operation, Legal and DPO, Finance, and others.

ITSM contributes to the operations of IT systems by managing incidents and keeping track of system changes in line with ITIL best practices. It aims to prevent business disruptions or downtimes, and facilitates issues fix management .

The new Manager will challenge the status quo and make the ITSM team even more effective in providing value for the Company by producing consistent metrics and inputs to learn from failures and vehicle the improvement of efficiency and resilience of lm IT systems, through the collaboration of all stakeholders.

Being technically focused is not an essential requirement for this role. If you have a natural disposition for driving improvements and providing value across the organisation, then this role will provide the opportunity and support for you to do so.

The IT Service Management Engineer area of responsibility:

• Deliver and apply ITSM policies, processes and procedures
• Work together with teams across all levels of the organization to embrace the ITSM Governance standards (changes, incidents and problems management)
• Ensure all stakeholders are aware and informed of planned changes and ongoing incidents
• Initiate the procedure for handling detected incidents, including record basic details of the incident (symptoms, basic diagnostic data, etc.) and escalation to competent teams (Incident Commander)
• Assist in the investigation of problems and other requests for support, maintaining and updating incidents records throughout the incident life cycle
• Make initial diagnosis of any problems and advice on known solutions, where applicable, provide information on updates, known errors, changes in availability, new facilities, etc.
• Communicate across organisational boundaries - from engineers through to senior managers - and collaborate with senior management on achieving delivery targets of services availability
• Work with software engineers, SREs and engineering management heads to identify process improvement opportunities and incident reduction
• Generate and understand and share statistical service reports on logged issues and changes.
• Contribute to the creation of the roadmap of initiatives of the ITSM team

Requirements

Skills and Experience - Essential

• Minimum 5 years relevant work experience Technical background ideally in ITSM
• Services and IT Knowledge of Systems management platforms, Service Management solution, ITIL
• Understanding of software development lifecycle and IT infrastructures
• Ability to understand services which are provided on a 24x7x365 basis
• Excellent communication skills (both written and verbal) around facilitation skills, issues and opportunities
• Analyzing, designing, and presenting Data in a way that assists individuals, Businesses, and organizations (teams) making better decisions
• Solution-oriented
• Excellent documentation skills and attention to details
• Ability to deliver technical presentations competently and blamelessly
• Create or upgrade performance indicators to locate correct problems
• Fast understanding of the Business and needs
• Identifying process improvement opportunities with Business (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

Skills and Experience - Desirable

• Jira / EazyBI tools / Slack expertise / Google Suite
• Good understanding of Agile methodologies
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Understanding the complexity of tech reality and tech OKRs and contribute to continuous improvement of metrics and delivery
• Available for occasional travel required in Europe.
• Analytical skills to assess the quality and meaning of Data
• Using technical expertise to ensure Data is accurate and high-quality (removing corrupted Data, fixing wrong information, ..)
• Analyzing and exploring Data
• Expertise in statistics
• Visualising Data, reports and dashboards

Abilities/qualities

• Able to work in a fast paced production environment
• Attention to details and verify correctness of information
• Able to handle multiple tasks and projects with various and changing levels of priority
• Highly proactive, uses initiative, problem solver
• Good relationship builder and able to position the role as a key ally, support and help to delivery teams
• Able to influence and show leadership at all levels of an organization
• Able to work to tight deadlines whilst maintaining a can-do attitude
• Willingness to make things happen
• Committed to, and actively works towards, continuous self-improvement and growth of others around him/her
• Negotiation skills
• Providing training and mentoring to other members of the ITSM team