Requirements:
- Bachelor's degree in Computer Science, Information Systems, or related field.
- 3–5 years of experience in IT Service Management or similar roles.
- Strong understanding of ITIL framework (certification preferred).
- Hands-on experience with at least one ITSM platform (e.g., ServiceNow, Jira Service Management).
- Ability to manage multiple priorities in a fast-paced environment.
- Excellence in ITSM Monitoring tools (Dynatrace, Zabbix, Nagios and etc)
Responsibilities:
- Design, implement, and optimize ITSM processes such as Incident and Service Request.
- Managed incidents and service requests, ensuring SLA, KPI, and customer satisfaction compliance.
- Administered ITSM tools (Jira) and supported audits with documentation and reports.
- Developed process documentation, knowledge articles, and training materials.
- Analyzed service metrics to identify improvements and drove continual service improvement (CSI) initiatives.
- Led and supported major incident management activities.
- Maintained CMDB integrity and managed configuration item updates.