Job Summary:The Senior Service Support Engineer for Domain Service Support will be responsible for overseeing and managing the IT service support functions within the domain.
This role involves ensuring the effective delivery of IT services, managing process automation, and coordinating with various stakeholders to maintain high levels of service quality and customer satisfaction.
Additionally, the role includes service integration and acting as the point of contact with other IT domains for new integrations and services.
Key Responsibilities:
Service Management:Oversee KPIs and day-to-day operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.
Incident and Problem Management:Manage the incident and problem management processes, ensuring that incidents are resolved promptly, and root causes are identified and addressed.
Major Incident Management:Lead Major Incident Calls
Change Management:Coordinate and manage changes to the IT environment, ensuring minimal disruption to services and adherence to change management policies.
Service Level Management:Monitor and report on service level agreements (SLAs), ensuring that service delivery meets or exceeds agreed-upon standards.
Stakeholder Communication:Maintain regular communication with stakeholders, including business units, IT teams, and external vendors, to ensure alignment and address any service-related issues.
Conduct Service Review Meetings.
Continuous Improvement:Identify opportunities for process improvements and implement best practices to enhance service delivery and efficiency.
Service Integration:Oversee the integration of new services and ensure seamless interaction with other IT domains.
Point of Contact:Act as the primary point of contact for other IT domains regarding new integrations and services.
IT processes:Create and improve IT processes to enhance efficiency and effectiveness within the organization.
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT service management or a related role.
Strong knowledge of ITIL or other IT service management frameworks.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work effectively in a fast-paced, dynamic environment.
Leadership experience with a track record of managing and developing teams.
Experience with IT service management tools such as ServiceNow.
Fluent in English.
Preferred Skills:
Experience with IT service management tools such as ServiceNow.
Experience in workflow and automation tooling.
Certification in ITIL or other relevant IT service management certifications.
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