Service Management Engineer / Service Engineer at Trusoft Limited

Overview:

• As a Service Management Engineer/Service Engineer, you will be responsible for ensuring the smooth operation and delivery of IT services within an organization.
• You will collaborate with various teams to design, implement, and maintain service management processes and systems, while also troubleshooting and resolving any issues that arise.

Key Responsibilities:

• Service Delivery: Manage the end-to-end delivery of IT services, ensuring that they meet agreed-upon service levels and customer expectations.
• Incident Management: Respond to and resolve service incidents in a timely manner, minimizing impact on business operations.
• Problem Management: Investigate recurring incidents and identify underlying problems, implementing solutions to prevent future occurrences.
• Change Management: Coordinate and oversee changes to IT services, ensuring that they are implemented smoothly and with minimal disruption to users.
• Service Improvement: Continuously review and improve service management processes and procedures to enhance efficiency and effectiveness.
• Service Monitoring: Monitor the performance and availability of IT services, identifying and addressing any issues proactively.
• Documentation: Maintain accurate documentation of service management processes, procedures, and configurations.
• Collaboration: Work closely with other IT teams, such as infrastructure, development, and support, to ensure seamless service delivery and alignment with business goals.
• Vendor Management: Manage relationships with external vendors and service providers, ensuring that they deliver services in accordance with agreed-upon contracts and service levels.
• Training and Knowledge Sharing: Provide training and support to internal teams on service management best practices and tools, promoting a culture of continuous learning and improvement.

Requirements:

• Bachelor's degree in computer science, information technology, or a related field.
• Previous experience in IT service management or a related role.
• Proficiency in IT service management frameworks such as ITIL (Information Technology Infrastructure Library).
• Strong analytical and problem-solving skills.Excellent communication and interpersonal abilities.
• Ability to work effectively both independently and as part of a team.
• Certification in ITIL or other relevant certifications (e.g., CompTIA IT Fundamentals, Microsoft Certified: Azure Fundamentals) is a plus. meetings with vendors or clients.