It Service Management Engineer
hace 1 semana
Job DescriptionAn exciting new opportunity in our IT Service Management Team dedicated to providing 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.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 issue 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 improve the efficiency and resilience of IT systems through collaboration with 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 recording 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 incident records throughout the incident life cycle.Make initial diagnosis of any problems and advise on known solutions, where applicable, provide information on updates, known errors, changes in availability, new facilities, etc.Communicate across organizational boundaries – from engineers through to senior managers – and collaborate with senior management on achieving delivery targets of service availability.Work with software engineers, SREs, and engineering management heads to identify process improvement opportunities and incident reduction.Generate, understand, and share statistical service reports on logged issues and changes.Contribute to the creation of the roadmap of initiatives for the ITSM team.Minimum Requirements:Minimum 5 years relevant work experience, with a technical background ideally in ITSM.Knowledge of systems management platforms, service management solutions, and ITIL.Understanding of the software development lifecycle and IT infrastructures.Ability to understand services 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) in making better decisions.Solution-oriented with excellent documentation skills and attention to detail.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:Good understanding of Agile methodologies.Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity.Understanding the complexity of tech reality and tech OKRs, contributing 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, etc.).Analyzing and exploring data.Expertise in statistics.Visualizing data, reports, and dashboards.Abilities / Qualities:Able to work in a fast-paced production environment.Attention to detail and verify correctness of information.Able to handle multiple tasks and projects with various and changing levels of priority.Highly proactive, uses initiative, and is a 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.Providing training and mentoring to other members of the ITSM team.
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IT Service Management Engineer
hace 1 mes
España Lastminute Group A tiempo completoJob DescriptionAn 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...
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España Nestlé SA A tiempo completoWe are looking for an IT Operations Specialist in IT Service Management.Position SnapshotType of Contract: PermanentType of work: HybridWork Language: Fluent Business EnglishPosition SummaryThe IT Service Excellence Operations Specialist is primarily responsible for regional IT Service Management practices and processes, focusing on ITIL processes in...
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