Incident Management:
- Provide end-to-end management of all major IT incidents across company on a 24x7 basis, ensuring resolution within established SLAs.
- Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
- Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
- Carry out problem management activities including facilitating blameless post mortems, identifying root causes, and tracking remediation actions through to closure
Change Management and Service Request management:
- Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
- Manage service request management processes, including the development of service catalogue items and automated workflows within
Strategic ITSM Operations:
- Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
- Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
- Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
- Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT Service Management or a similar role, preferably within a banking or regulated environment.
- Strong working knowledge of the ITIL framework and ITSM best practices.
- Hands-on experience managing major incident responses and coordinating investigation activities.
- Proven ability to manage communications effectively during high-pressure incident situations.
- Experience facilitating cross-functional meetings and presenting to senior stakeholders.
- Proficiency with the ServiceNow platform for Incident, Problem, Change, and Service Request Management.
- Experience in developing and managing ServiceNow service catalogues and workflows.
- Strong documentation skills, including process guides, operational procedures, and post-incident reports.
- Excellent coordination, stakeholder management, and communication skills.
- Strong analytical, problem-solving, and time management abilities.
- Relevant professional certifications in ITIL or ITSM are highly desirable.
- Knowledge or practical experience with Site Reliability Engineering (SRE) best practices will be an advantage.
Beyondsoft is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgroundsregardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing traitcan succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potentetl
Employment offers from Beyondsoft are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process.
