IT Operations / Service Management Engineer
Skills
About the role
Role Summary
We are looking for an experienced IT Operations / Service Management Engineer to support and enhance IT service delivery within a dynamic enterprise environment. The ideal candidate will have strong expertise in IT Service Management (ITSM), incident and change management, operational reporting, and service performance monitoring.
This role requires hands-on experience with ITSM platforms such as ChangeGear and reporting tools like Qlik Sense to drive operational excellence, service reliability, and continuous process improvement.
Key Responsibilities IT Service Management (ITSM)
Manage and support ITSM processes including Incident, Problem, Change, and Service Request Management.
Administer and maintain service tickets through ChangeGear, ensuring compliance with established SLAs and operational standards.
Conduct root cause analysis (RCA) for recurring incidents and implement corrective and preventive actions.
Facilitate change management activities including impact assessment, risk evaluation, approval coordination, and deployment tracking.
Ensure adherence to ITIL best practices and organizational governance standards.
Incident & Operational Support
Monitor system and service performance to maintain high availability and operational stability.
Coordinate incident resolution activities across multiple technical and business teams.
Provide timely communication and status updates to stakeholders during incident management processes.
Support service continuity and operational excellence initiatives.
Reporting, Analytics & Insights
Design, develop, and maintain dashboards and operational reports using Qlik Sense.
Analyze service performance metrics, incident trends, and operational KPIs to identify improvement opportunities.
Generate regular management reports covering service levels, operational performance, and system health.
Deliver actionable insights to support data-driven operational decision-making.
Continuous Improvement
Identify operational inefficiencies and recommend process enhancements.
Drive service improvement initiatives to increase efficiency, reliability, and customer satisfaction.
Support automation efforts using scripting or workflow optimization where applicable.
Collaborate with internal stakeholders, technical teams, and vendors to improve service delivery outcomes.
Required Qualifications & Experience
Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
3+ years of experience in IT Operations, Service Management, or IT Support environments.
Hands-on experience with ITSM platforms, preferably ChangeGear.
Strong experience in Incident, Problem, Change, and Service Request Management.
Experience developing reports and dashboards using Qlik Sense.
Good understanding of ITIL framework and service management best practices.
Strong analytical, troubleshooting, and problem-solving skills.
Preferred Skills
Experience with infrastructure monitoring and operational support tools.
Exposure to automation or scripting technologies such as PowerShell or Python.
Experience supporting enterprise-scale or government-sector environments.
Familiarity with operational reporting, KPI tracking, and service improvement initiatives.
Key Competencies
Excellent communication and stakeholder management skills.
Strong analytical and critical thinking abilities.
Ability to manage multiple priorities in a fast-paced operational environment.
Detail-oriented with a strong focus on service quality and continuous improvement.
Team player with the ability to collaborate across cross-functional teams.
Experience:
IT Operations: 3 years (Required)
Service Management,: 3 years (Required)
IT Support: 1 year (Required)
ITSM: 1 year (Required)
ChangeGear.: 1 year (Required)
Qlik Sense: 1 year (Required)
Work Location: In person
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