ServiceDesk Engineer
Core
Hybrid role combining hands-on operational support, process ownership, and incident management for a 24/7 payments business.
Role type
ServiceDesk Engineer (Incident Management & Operations)
Builds
Internal tools (BackOffice, alerting), runbooks, and AI/LLM-based solutions for support automation.
Domain
FinTech / Payments
Deliverable
production ML models
Required skills
Incident management, SQL, monitoring/logging tools (Datadog, Grafana, Kibana), Jira, English (B2+), structured communication, autonomy.
Preferred skills
AI/LLM implementation, Google Cloud, Google Apps Script, scripting (Bash, Python, Go), ITIL, Jira administration.
Responsibilities
Respond to and triage alerts/incidents, coordinate resolution, maintain runbooks, investigate technical issues using logs/metrics/SQL, automate routine tasks, implement AI tools for request handling and documentation.
Seniority
Mid-level, hands-on IC
