Sr. Engineer - IT Service Management 4B
Core
Bridge the gap between end-users and technical teams by diagnosing live system issues, managing incident tickets, and translating operational issues into functional requirements.
Role type
Senior Business Analyst with Production Support
Builds
Incident management workflows and permanent software/product fixes
Domain
IT Service Management / Enterprise Software Support
Required skills
Incident Management, Root Cause Analysis, User Story Creation, Agile/Scrum Methodologies, Stakeholder Communication, Ticket Logging & Triage, Deep Troubleshooting, Standard Resolution, Alert Monitoring, Cross-Team Collaboration
Preferred skills
Snow proficiency, Jira proficiency, .NET technology knowledge, Advanced ticketing systems knowledge
Technologies
Snow, Jira, .NET
Responsibilities
Requirement Gathering and Gap Analysis, Translate technical concepts for business teams, Manage incident tickets and SLA tracking, Receive and categorize user issues via helpdesk tools, Perform advanced technical investigation into application errors, Fix basic requests using predefined runbooks, Monitor dashboards and real-time alerts, Route complex issues to L3 team, Support user acceptance testing (UAT)
Seniority
Senior, hands-on IC