IT Service Management Engineer

Key Responsibilities

IT Service Management & Operations

• Manage and administer ITSM processes including incident, problem, change, and service request management.
• Utilize Change Gear to track, manage, and resolve service tickets in accordance with SLA requirements.
• Perform root cause analysis for recurring incidents and implement preventive measures.
• Support change management processes, including risk assessment, approvals, and deployment tracking.
• Ensure adherence to ITIL best practices and organizational service management standards.

Monitoring& Incident Management

• Monitor system and service performance to ensure high availability and reliability.
• Coordinate incident response and resolution across cross-functional teams.
• Provide timely updates to stakeholders on incident status and resolution progress.

Reporting& Analytics

• Develop and maintain operational dashboards and reports using Qlik Sense.
• Analyse incident trends, service performance, and KPIs to identify improvement opportunities.
• Provide regular reports to stakeholders on service levels, system performance, and operational metrics.
• Support data-driven decision-making through actionable insights.

Continuous Improvement

• Identify process gaps and recommend improvements to enhance service efficiency.
• Automate routine operational tasks where possible.
• Collaborate with internal teams and vendors to improve service delivery and system performance.

Requirements

Mandatory Skills & Experience

• Degree or Diploma in Information Technology, Computer Science, or related discipline.
• Proven experience in an IT Operations / Service Management environment.
• Hands-on experience with ITSM tools, specifically ChangeGear.
• Experience in data visualization and reporting using Qlik Sense.
• Experience in incident, problem, and change management processes.
• Strong understanding of ITIL principles and practices.

Preferred/ Advantageous Skills

• Experience with system monitoring tools and infrastructure support.
• Exposure to automation or scripting (e.g., PowerShell, Python) is an advantage.
• Experience supporting large-scale enterprise or government environments is a plus.