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Job Description
- Manage and support ITSM processes (Incident, Problem, Change, Request and Knowledge Management).
- Ensure IT services meet agreed SLAs and KPIs.
- Monitor service performance and identify areas for improvement.
- Coordinate with IT support teams, vendors and business stakeholders.
- Maintain and improve ITSM documentation, workflows and procedures.
- Support service transition and change activities to minimize service disruption
- Analyze incidents and problems to identify root causes and preventive actions.
- Maintain ITSM tools (e.g., ServiceNow, Freshworks, Jira Service Management). Prepare reports and dashboards on service performance.
Job Requirements
- Acknowledge of ITIL framework.
- Incident, Problem, Change and Service Request Management.
- Service Level Management (SLAs, OLAs).
- ITSM reporting and KPI tracking.
- Understanding of IT infrastructure and applications.
- Experience with ticketing systems and workflow.
- Strong communication and stakeholder management skills.
- Problem-solving and analytical thinking.
- Ability to work under pressure and manage priorities.
- Attention to detail and documentation skills.
- Team collaboration and coordination Education & Certifications: Bachelor’s degree in Information
Technology, Computer Science, or related field (preferred).