IT Service Management Engineer

hace 2 semanas

Barcelona, España lastminute.com A tiempo completo

**Company Description**

Our mission is to lead the travel industry by leveraging technology to simplify, personalise, and enhance our customers’ travel experience. Experts in brightening up online travel, we help our customers find and do "whatever makes them pink".

We continuously invest in talented people who ensure our offering is closer to the needs of the customers and keep us at the cutting edge of technology evolution. More than 1,700 employees spread across our offices worldwide develop our own products and services to power the entire traveller journey for millions of people.

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

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:

- 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

**Qualifications**
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
- Availa

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