Description

Own the implementation and operation of ITIL products and services to support organizational excellence.

Responsibilities

• Operate ITIL components including Change, Incident, Problem, Service Level, Availability, and Knowledge Management.
• Run Change Management meetings, manage communications, and maintain dashboards and reports.
• Conduct the full Problem Management lifecycle, including Root Cause Analysis.
• Serve as an Incident Management On-Call resource and facilitate the implementation of new ITSM tools.
• Analyze and maintain metrics for governing SLAs and OLAs while identifying operational risks.

Required Skills

• 8+ years of professional experience in application support or IT service management.
• Deep functional and technical knowledge of the ITIL framework.
• Demonstrated experience with ITSM frameworks and tools.
• Practical experience with Agile development processes and project management.
• Ability to perform Root Cause Analysis and apply critical thinking.
• Strong technical writing, presentation, and oral communication skills.
• Experience managing multiple projects involving application and hardware technology.
• Any Graduate degree.

Preferred Skills

• Operational knowledge of Jira.

Key Skills

Education

Any Graduate