IT Infrastructure Engineer (ITSM) - (Public Sector)

Responsibilities

• Incident Management:
• Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
• Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
• Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
• Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure
• Change Management and service Request management:
• Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
• Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow
• Strategic ITSM Operations:
• Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
• Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
• Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
• Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes

Requirements

• Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment
• Comprehensive knowledge of ITIL framework and ITSM best practices
• Experience in managing major incident responses and facilitating investigation activities
• Proven ability to manage communications during high-pressure incident situations.
• Experience facilitating cross-functional meetings and presenting to senior management.
• Strong documentation skills for creating process guides and post-incident reports.
• Demonstrate strong coordination abilities and stakeholder management skills
• Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests
• Experience in developing service catalogues in ServiceNow
• Ability to work effectively in a fast-paced environment
• Strong analytical, problem-solving, and time management abilities
• Relevant professional certifications in ITIL or ITSM are desirable
• Knowledge of SRE best practices would be advantageous

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