Engineer - 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. Develop Automation Scripts Using Itil Frameworks And Tools Like Servicenow (Snow) To Streamline Critical Incident Management Processes And Improve Service Delivery.
2. Maintain And Troubleshoot Existing Automation Tools And Scripts, Ensuring High Availability And Performance In Incident Resolution.
3. Collaborate With Clients To Gather Requirements For New Automation Features And Implement Enhancements Using Bmc Remedy And Ca Service Desk.
4. Document Processes, Scripts, And Incident Management Workflows To Ensure Knowledge Transfer And Compliance With Itil Standards.

Skill Requirements

1. Proficient In Critical Incident Management And Itil Principles.
2. Familiarity With Servicenow (Snow), Bmc Remedy, And Ca Service Desk.
3. Basic Understanding Of Scripting Languages For Automation (E.G., Python, Powershell).
4. Strong Problem-Solving Skills And Attention To Detail.
5. Good Communication Skills For Client Interactions And Documentation.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)