Sr. Engineer Service Management
Core
Provides higher-level support for Major Incident Management (MIM) and senior service coordination for assigned clients, ensuring quick incident resolution and process compliance.
Role type
Senior Service Management Engineer (IT Operations)
Builds
Incident resolution workflows, service improvement initiatives, and operational compliance for internal support and strategic partners.
Domain
IT Service Management (ITSM) / Enterprise Operations
Deliverable
dashboards & analysis
Required skills
Major Incident Management, Change Management, Root Cause Analysis (RCA), Service Level Management, Process Improvement, Stakeholder Communication, Vendor Management, Incident Reporting, Continuous Service Improvement, Compliance Monitoring
Preferred skills
ITIL 3 or 4 Certification, Training Delivery, Bridge Meeting Facilitation
Technologies
ITIL Framework, Change Advisory Board (CAB), Problem Review Board (PRB), Service Request Catalogue
Responsibilities
Lead quality assurance initiatives and drive major incident process improvements; Facilitate process-related meetings (Daily Operations, CAB, PRB); Monitor changes for completeness and perform post-implementation reviews; Review and document RCA details; Generate reports on continuous service improvement initiatives; Interface with clients and third-party vendors to manage ESM processes daily.
Seniority
Senior, hands-on IC
