Lead System Engineer

As the ServiceNow Incident Manager, you will be responsible for overseeing the incident management process within the ServiceNow platform. Your role will involve ensuring that IT incidents are efficiently handled, tracked, and resolved in a timely manner to minimize disruptions to business operations. Collaborating closely with various IT teams, stakeholders, and ServiceNow administrators is essential to ensure seamless incident management processes and the implementation of best practices. Your key responsibilities will include overseeing the end-to-end incident management process. This involves logging, categorizing, prioritizing, and resolving incidents within agreed service levels. You will coordinate with IT support teams, business users, and third-party vendors to facilitate the timely resolution of incidents. Tracking the status of all incidents and escalating unresolved or high-priority incidents to the appropriate teams will be part of your daily tasks. Ensuring proper communication of incident status to stakeholders and end-users is crucial for maintaining transparency. In terms of ServiceNow Configuration & Optimization, you will configure and optimize ServiceNow Incident Management modules to ensure efficient handling of incidents from creation to resolution. Additionally, maintaining and updating workflows, escalation paths, and notifications in ServiceNow will be essential. Working closely with ServiceNow developers and administrators to enhance functionality, automate processes, and improve incident tracking and reporting will also be a part of your role. You will be responsible for analyzing incident trends and identifying potential improvements to incident resolution processes. Conducting root cause analysis for recurring incidents and collaborating with relevant teams to implement preventive measures are key aspects of this role. Facilitating post-incident reviews and providing recommendations for improving service delivery will also be part of your responsibilities. Generating regular incident reports and dashboards to track performance, SLAs, and KPIs will be crucial for monitoring effectiveness. Providing analysis of incident data to identify areas of improvement and documenting incident management procedures, policies, and best practices for team use are also important tasks. Collaboration with change management, problem management, and service desk teams is necessary to ensure smooth incident handling. You will provide training to new team members on incident management best practices and the ServiceNow platform. Assisting in onboarding and providing guidance to users in understanding incident management procedures will be part of your responsibilities. Continuous evaluation of the incident management process and recommending improvements to increase efficiency and effectiveness is key to this role. Your qualifications should include a Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). Proven experience in incident management and IT service management (ITSM) is required. Proficiency in ServiceNow, particularly in the Incident Management module, along with a strong understanding of the ITIL framework and best practices for incident management is essential. Excellent communication and collaboration skills, strong analytical and problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment are required. ServiceNow certifications (e.g., Certified ServiceNow System Administrator, ServiceNow Incident Management) are a plus. Key Skills required for this role include Major Incident Management, Problem Management, and a ServiceNow background to run the board effectively. Rotational shifts every 4 weeks allow for work-life balance among team members. Desirable Skills include experience in managing cross-functional teams and complex IT environments, familiarity with ServiceNow Service Portal and its integration with other ITSM processes, and knowledge of other ITIL processes such as problem management, change management, and service request management.,