Job 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 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.The IT Service Management Engineer area of responsibility:Deliver and apply ITSM policies, processes and proceduresWork 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 incidentsInitiate 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 cycleMake 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 availabilityWork with software engineers, SREs and engineering management heads to identify process improvement opportunities and incident reductionGenerate and understand and share statistical service reports on logged issues and changes.Contribute to the creation of the roadmap of initiatives of the ITSM teamMinimum 5 years relevant work experience Technical background ideally in ITSMServices and IT Knowledge of Systems management platforms, Service Management solution, ITILUnderstanding of software development lifecycle and IT infrastructuresAbility to understand services which are provided on a 24x7x365 basisExcellent communication skills (both written and verbal) around facilitation skills, issues and opportunitiesAnalyzing, designing, and presenting Data in a way that assists individuals, Businesses, and organizations (teams) making better decisionsSolution-orientedExcellent documentation skills and attention to detailsAbility to deliver technical presentations competently and blamelesslyCreate or upgrade performance indicators to locate correct problemsFast understanding of the Business and needsIdentifying process improvement opportunities with Business (efficiency and effectiveness) and recommending solutions that detail pros, cons and risksSkills and Experience – DesirableGood understanding of Agile methodologiesStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversityUnderstanding the complexity of tech reality and tech OKRs and contribute to continuous improvement of metrics and deliveryAvailable for occasional travel required in Europe.Analytical skills to assess the quality and meaning of DataUsing technical expertise to ensure Data is accurate and high-quality (removing corrupted Data, fixing wrong information, ..)Analyzing and exploring DataExpertise in statisticsVisualising Data, reports and dashboardsAbilities/qualitiesAble to work in a fast-paced production environmentAttention to details and verify correctness of informationAble to handle multiple tasks and projects with various and changing levels of priorityHighly proactive, uses initiative, problem solverGood relationship builder and able to position the role as a key ally, support and help to delivery teamsAble to influence and show leadership at all levels of an organizationAble to work to tight deadlines whilst maintaining a can-do attitudeWillingness to make things happenCommitted to, and actively works towards, continuous self-improvement and growth of others around him/herProviding training and mentoring to other members of the ITSM team
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