Support Engineer

Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients

from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through

end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and

design capabilities coupled with deep domain understanding. We combine services and products to maximize

business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science

& healthcare industries. 

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep

technology and domain experts, and global teams. Incedo University, our learning platform, provides ample

learning opportunities starting with a structured onboarding program and carrying throughout various stages of

your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible

career paths allow you to grow into a program manager, a technical architect or a domain expert based on your

skills and interests. 

Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies


• Bridging the gap between business and technology

Role Description

Role Description:

As a Software Engineer - ITSM - IT Service Management at Incedo, you will be responsible for designing and implementing IT service management solutions for clients. You will work with clients to understand their IT service needs and design solutions that meet those needs. You will be skilled in IT service management frameworks such as ITIL and have experience with service desk management, incident management, problem management, change management, and configuration management.

Roles & Responsibilities:

•    Oversee the delivery of IT services to an organization's clients

•    Ensure the alignment of IT services with the organization's overall strategy and objectives

•    Manage the process of incident and problem management, ensuring that incidents are resolved in a timely and effective manner

•    Manage the change management process, ensuring that changes to IT services are implemented in a controlled and coordinated manner

•    Manage the service level agreements (SLAs) with the organization's clients, ensuring that service performance meets or exceeds the agreed-upon levels

•    Manage relationships with the organization's clients, ensuring that they are satisfied with the services provided and that their needs are met

•    Manage the financial aspects of IT service delivery, ensuring that the costs of providing IT services are understood, managed, and optimized

•    Manage the IT service delivery team, ensuring that team members are trained, motivated, and supported to deliver high-quality IT services to the organization's clients.

 

Technical Skills

Skills Requirements:

•    In-depth knowledge of IT service management frameworks such as ITIL or COBIT

•    Experience in managing incident, change, problem, and service request processes

•    Familiarity with service desk tools such as ServiceNow, JIRA, or Zendesk

•    Understanding of ITSM reporting and metrics

•    Must have excellent communication skills and be able to communicate complex technical information to non-technical stakeholders in a clear and concise manner.

•    Must understand the company's long-term vision and align with it.

Nice-to-have skills

Qualifications

Qualifications 

•    3-5 years of work experience in relevant field

•    B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred 

 

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.