Job Description An 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 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.
Contribute to the creation of the roadmap of initiatives of the ITSM team
Minimum 5 years relevant work experience Technical background ideally in ITSM
Services and IT Knowledge of Systems management platforms, Service Management solution, ITIL
Understanding of software development lifecycle and IT infrastructures
Ability to understand services which are 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) making better decisions
Solution-oriented
Excellent documentation skills and attention to details
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, ability to deal with cultural diversity
Understanding the complexity of tech reality and tech OKRs and contribute 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, ..)
Analyzing and exploring Data
Expertise in statistics
Visualising Data, reports and dashboards
Abilities/qualities
Able to work in a fast-paced production environment
Attention to details and verify correctness of information
Able to handle multiple tasks and projects with various and changing levels of priority
Highly proactive, uses initiative, 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
#J-18808-Ljbffr