Engineer - Infrastructure Services S 4A
Core
Deliver management information, analyze metrics for process improvement, and manage incident and problem resolution for IT services.
Role type
Senior IT Service Management Engineer (Incident & Problem Management)
Builds
Service performance reports, root cause analysis outcomes, and service improvement plans
Domain
IT Service Management (ITSM) / Infrastructure Operations
Deliverable
dashboards & analysis
Required skills
Incident Management, Problem Management, Process Improvement (Lean/Six Sigma), ServiceNow, ITIL Framework, Root Cause Analysis, Service Level Management, Change Impact Analysis, Process Documentation, Training Delivery
Preferred skills
Cloud Architecture, Database Administration, ERP Systems, Security Operations, Agile Methodology
Technologies
ServiceNow, Oracle Exadata, Oracle Solaris, Windows Server, AWS, Azure
Responsibilities
Deliver management information including PPIs and metrics; Report status of problems to executive leadership; Consult on process gaps for Major Incident Process; Review recurring incidents to identify Problems; Coordinate root cause analysis for critical issues; Suggest improvements for Incident & Problem management processes; Provide process trainings.
Seniority
Senior, hands-on IC
