ITSM Engineer

Key Responsibilities

1. Incident Management Oversight (20%)

• Monitor and coordinate the lifecycle of major and high-priority incidents to ensure timely resolution.
• Facilitate incident triage, escalation, and communication across IT teams and stakeholders.
• Ensure adherence to SLAs and drive restoration of service in line with business priorities.
• Review incident trends and identify recurring issues requiring further analysis.

2. Problem Management Coordination (15%)

• Lead or support root cause analysis activities for recurring or critical incidents.
• Ensure known errors are documented and workarounds are communicated effectively.
• Track problem records through to resolution and validate permanent fixes.
• Identify systemic issues and recommend preventative measures.

3. Change Management Governance (20%)

• Coordinate and facilitate Change Advisory Board (CAB) meetings.
• Review and assess change requests for completeness, risk, and business impact.
• Ensure proper approval workflows and compliance to change policies.
• Monitor change execution and manage post-implementation review activities.

4. Release Management Coordination (15%)

• Oversee scheduling and coordination of releases across environments.
• Ensure alignment between change and release processes.
• Validate readiness of releases including testing, back-out plans, and communications.
• Monitor release deployments and track success metrics.

5. ITSM Process Integration and Governance (10%)

• Ensure alignment and integration across Incident, Problem, Change, and Release processes.
• Maintain process documentation, standards, and procedures.
• Monitor compliance to Service Management best practices and internal policies.
• Identify gaps and inconsistencies across processes.

6. Reporting and Performance Management (10%)

• Develop and analyze KPIs and metrics across all ITSM processes.
• Produce regular reports on service performance, trends, and improvement opportunities.
• Provide insights and recommendations to management and stakeholders.
• Support data-driven decision making.

7. Continuous Service Improvement (CSI) (10%)

• Identify opportunities for process optimization and efficiency improvements.
• Lead or contribute to CSI initiatives across ITSM disciplines.
• Implement best practices and drive maturity improvements.
• Collaborate with teams to enhance service quality and reduce risk.

8. Stakeholder Communication and Coordination

• Act as a point of contact between IT and business stakeholders for ITSM-related matters.
• Communicate changes, incidents, and releases effectively to impacted users.
• Facilitate alignment across technical teams, service desk, and leadership.