SME - Critical Incident Management

About the role

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.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues In Accordance With Itil Best Practices And Service Level Agreements
• Mentor Team Members And Administrators In Critical Incident Management Processes
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions
• Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction
• Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis

What you need

• ITIL
• ServiceNow
• SOP writing
• Root cause analysis
• Ticketing tools
• Communication
• Any graduate