Engineer - GISOCC IS Technology

Responsibilities

• Performance Management KPI Reporting Formulate, track, and prepare comprehensive KPIs related to Incidents, Service Requests, Changes, Problems, and Major Incidents across all technology projects.
• Cross-Functional Coordination Governance Partner directly with domain-specific Service Delivery Managers and Coordinators (e.g., Security, Smart Office, Infrastructure, Cloud) to review performance metrics.
• Cross-Functional Coordination Governance Lead analysis sessions to investigate discrepancies in KPI trends and ensure corrective actions are identified and assigned.
• Service Catalog Management Act as the safeguard of Service Levels from our IT Service Catalog.
• Service Catalog Management Identify requirements for adding, modifying, or retiring services, and coordinate closely with the internal JIRA Administration team to ensure these changes are accurately mapped and reflected in the JIRA ticketing tool.
• Problem Major Incident Governance Drive Problem Management governance by ensuring that every Major Incident (P1/P2) is formally documented, investigated, and accompanied by a thorough Root Cause Analysis (RCA).
• Problem Major Incident Governance Track the lifecycle of Problem tickets to ensure preventive measures are implemented by the respective technical teams.
• Continuous Service Improvement (CSI) Automation Proactively audit routine governance, operational, and reporting tasks to identify inefficiencies.
• Continuous Service Improvement (CSI) Automation Highlight and recommend automation use cases to streamline IT workflows, reduce manual toil, and improve data accuracy.

Required Skills

• Exceptional Communication : Strong written and verbal communication skills with a customer-first mindset.
• Technology Proficient : A basic, foundational understanding of IT infrastructure, software, Security, or networking concepts. SQL knowledge to generate customized reportings from the database.
• Analytical Mindset : Exceptional ability to look at data trends, ask the right questions, and identify the "why" behind the numbers.
• Team Player : Ability to collaborate effectively with both technical engineers and non-technical clients.
• ITIL Knowledge : Strong working knowledge of ITIL processes (Incident, Problem, Change, and Service Level Management). ITIL v3 or v4 Foundation certification is highly preferred.

Job Information

• Job : IT Support
• Organization : IT Solution Center
• Schedule : Full time
• Employee Status : Regular
• Job Type : Permanent contract

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.