The IT Operations / Service Management Engineer -ITSM

JD:

Role Overview

The IT Operations / Service Management Engineer is responsible for supporting and maintaining IT service management (ITSM) processes, ensuring service reliability, and providing operational insights through reporting and analytics. The role involves managing incidents, service requests, and changes using ITSM tools such as ChangeGear, while leveraging reporting platforms like Qlik Sense to drive data-driven decision-making and operational improvements.

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Key Responsibilities

IT Service Management & Operations

Manage and administer ITSM processes including incident, problem, change, and service request management.

Utilize ChangeGear 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.

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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.

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Soft Skills

Strong analytical and problem-solving skills.

Good communication and stakeholder management abilities.

Ability to work in a fast-paced, operations-driven environment.

Detail-oriented with a focus on service quality and continuous improvement.

Pay: $6,500.00 - $8,000.00 per month

Work Location: In person