IT Engineer - ITSM Response Management

Job Summary: The IT Engineer - ITSM Response Management person is responsible for leading and enhancing IT service management processes within the organization. This role focuses on strategic planning, implementation, and continuous improvement of ITSM practices to ensure efficient delivery of IT services that meet business requirements and customer expectations.

Key Responsibilities:

• Incident Identification and Categorization: Quickly identify and classify incidents to determine their severity and impact.
• Prioritization and Response: Prioritize incidents based on business impact and urgency and initiate appropriate response actions.
• Coordination and Communication: Coordinate with relevant teams (IT, security, etc.) and keep stakeholders informed about the status of incidents and planned actions.
• Resolution and Documentation: Work to resolve incidents efficiently and document the entire process, including root cause analysis and resolution steps.
• Post-Incident Review: Conduct post-incident reviews to identify areas for improvement and prevent future incidents.
• Escalation: Know when to escalate incidents to appropriate levels for resolution.
• Process Management: Oversee and manage IT service management processes (e.g., incident, problem, change, knowledge, configuration, asset, and request management). Ensure processes are efficient, compliant, and meet service level agreements (SLAs).
• Stakeholder Engagement: Establish and maintain strong relationships with stakeholders, ensuring alignment with ITSM strategies and best practices. Communicate effectively with senior leadership and cross-functional teams.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service delivery and efficiency. Monitor and evaluate the effectiveness of ITSM processes and tools.
• Training & Support: Provide training and support to end-users on ITSM processes and tools. Promote awareness and adoption of ITSM practices through effective communication and training programs.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT service management, preferably in a senior role.
• Strong understanding of ITIL principles and practices.
• Excellent analytical and problem-solving skills.
• Proficiency in ITSM tools and software.
• Strong communication and collaboration skills.
• Ability to work effectively in a team environment and lead cross-functional teams.

Preferred Skills:

• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar.
• Knowledge of cloud computing and DevOps practices.
• Familiarity with data security, privacy, and data retention policies.