IT Service Management Specialist

hace 4 semanas

Barcelona, Barcelona, España Lastminute Group A tiempo completo
Job Description:

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

The 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.

The team contributes to the operations of IT systems by managing incidents and keeping track of system changes in line with ITIL best practices.

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 IT systems, through the collaboration of all stakeholders.


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

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