IT Service Management Engineer

Key Responsibilities IT Service Management & Operations Manage and administer ITSM processes including incident, problem, change, and service request management. Utilize Change Gear to track, manage, and resolve service tickets in accordance with SLA requirements. Perform root cause analysis for recurring incidents and implement preventive measures. Support change management processes, including risk assessment, approvals, and deployment tracking. Ensure adherence to ITIL best practices and organizational service management standards. Monitoring& Incident Management Monitor system and service performance to ensure high availability and reliability. Coordinate incident response and resolution across cross-functional teams. Provide timely updates to stakeholders on incident status and resolution progress. Reporting& Analytics Develop and maintain operational dashboards and reports using Qlik Sense . Analyse incident trends, service performance, and KPIs to identify improvement opportunities. Provide regular reports to stakeholders on service levels, system performance, and operational metrics. Support data-driven decision-making through actionable insights. Continuous Improvement Identify process gaps and recommend improvements to enhance service efficiency. Automate routine operational tasks where possible. Collaborate with internal teams and vendors to improve service delivery and system performance. Requirements Mandatory Skills & Experience Degree or Diploma in Information Technology, Computer Science, or related discipline. Proven experience in an IT Operations / Service Management environment. Hands-on experience with ITSM tools, specifically ChangeGear. Experience in data visualization and reporting using Qlik Sense. Experience in incident, problem, and change management processes. Strong understanding of ITIL principles and practices. Preferred/ Advantageous Skills Experience with system monitoring tools and infrastructure support. Exposure to automation or…