ITIL Engineer

Job Summary

Handle complex technical incidents, escalations, and troubleshooting to minimize downtime and restore services efficiently.

Responsibilities

• Provide technical guidance to L1 support teams and ensure effective escalation and handover processes to L3 teams.
• Investigate recurring incidents, perform root cause analysis, and implement permanent corrective and preventive solutions.
• Lead, mentor, and develop support team members through technical training, coaching, and knowledge sharing.
• Monitor team performance and ensure compliance with SLA targets, operational KPIs, and support standards.
• Collaborate with Development, Infrastructure, and Business teams to resolve issues and improve service reliability.
• Communicate incident status, impact, progress, root causes, and resolutions clearly to stakeholders and business teams.
• Identify opportunities for process improvement and support automation, implementing tools and workflows to improve operational efficiency.
• Maintain comprehensive incident documentation, resolution procedures, knowledge base articles, and support processes.
• Monitor incident trends, implement preventive measures, and prepare incident metrics, team performance, and operational KPI reports while adhering to ITIL, organizational policies, and compliance standards.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.