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Purpose: The purpose of this role is to outline the responsibilities and expectations for the role of ITSM (IT Service Management) Senior Engineer. This role is essential in developing, implementing, and managing ITSM policies, procedures, and standards in alignment with ITIL best practices. The ITSM Senior Engineer plays a critical role in ensuring that IT services meet business needs, maintaining service performance, and driving continuous improvement initiatives. The role also involves leadership and collaboration with business stakeholders to support the organization's objectives.

Responsibilities:

*This role may require occasional participation in on-call rotations or support outside regular business hours

*May need to collaborate with remote teams and handle coordination across different time zones

Service Strategy and Design

• Develop ITSM policies, procedures, and standards in line with ITIL best practices.
• Collaborate with business leaders to define service requirements and design IT services that support business objectives.

Service Monitoring and Reporting

• Monitor IT service performance and generate regular reports on KPIs and SLAs.
• Identify trends and potential issues in service delivery.

Incident and Problem Management

• Coordinate the resolution of incidents and problems, ensuring timely and effective resolution.
• Conduct initial root cause analysis and document findings.

Service Operation

• Oversee incident, problem, and request management processes to ensure timely resolution and high customer satisfaction.
• Monitor service performance, produce regular reports, and take corrective actions as necessary.

Change Management

• Assist in the planning and coordination of change management activities.
• Prepare, review change requests for completeness and accuracy before submission to the Change Advisory Board (CAB).

Service Improvement

• Identify opportunities for process improvements and work within the team to implement them.
• Participate in post-incident reviews and continuous improvement initiatives.

Documentation

• Maintain up-to-date documentation of ITSM processes, procedures, and policies.
• Provide guidance and support to internal team on ITSM processes and tools.

Stakeholder Management

• Act as the primary point of contact for business stakeholders regarding IT service delivery.
• Communicate service performance, improvement initiatives, and relevant metrics to stakeholders.

Team Leadership

• Lead the ITSM team, providing direction, coaching, and performance management.
• Develop training programs and career development plans for team members.

• Minimum of 5-7 years of experience in IT service management roles.
• At least 3 years in a managerial or leadership position.
• Advanced ITIL certifications (e.g., ITIL Service, ITIL Expert) preferred.
• Experience managing projects and implementing ITSM initiatives.
• Ensure thorough testing, documentation, and training are completed before new services go live.
• Ability to manage multiple priorities and deliver results within deadlines.
• Strong problem-solving and analytical abilities.
• Ability to analyze data and generate reports on Service performance.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical stakeholders.
• Proven track record of working in a large enterprise with complex IT environments.
• Experience in managing IT services in a telecom environment is preferred.