Service Management (Major Incident, Change and Request Management) - Engineer Service Management
Core
Oversees and administers ITIL-based service support, managing incident, major incident, problem, request, and change management processes to improve service quality.
Role type
Service Management Engineer (ITIL)
Builds
IT service delivery processes and compliance for client engagements
Domain
IT Service Management / Enterprise Computing
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
ITIL framework expertise, Major Incident Management, Change Management, Problem Management, Request Management, stakeholder communication, process documentation, reporting, post-implementation reviews, RCA analysis, governance meeting facilitation, auditing, training and mentoring
Preferred skills
None stated
Technologies
None stated
Responsibilities
Coordinate service activities during major incidents, generate and distribute service reports and dashboards, monitor changes for completeness, perform post-implementation reviews, facilitate process meetings (CAB, Problem Review Board), maintain ITIL policies and processes, conduct routine auditing of change schedules, provide training and mentoring to functional teams
Seniority
Mid-level, hands-on IC
