SME - Critical Incident Management

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues In Accordance With Itil Best Practices And Service Level Agreements.

2. Mentor Team Members And Administrators In Critical Incident Management Processes, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.

3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.

4. Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction.

5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.

Skill Requirements

1. Proficient In Critical Incident Management And Itil Frameworks

2. Strong Knowledge Of Servicenow (Snow) Administration And Support

Experience With Bmc Remedy And Ca Service Desk Tools:

1. Familiarity With Avanti And Related Automation Technologies

2. Excellent Communication And Presentation Skills For Stakeholder Engagement

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)

2. Servicenow Administrator Certification (Optional But Valuable