Job Summary:
We are seeking a highly motivated and detail-oriented professional to join our team as an IT Service Management Engineer. This role encompasses end-to-end service delivery, application support, software deployment, and development of scalable solutions for in-scope bank's Service Management systems as well as for, reporting, and data analysis. You will work closely with cross-functional teams to design, build, and support applications and tools that enhance the bank's operational efficiency and decision-making capabilities. The ideal candidate will have strong technical skills, a solid understanding of IT Service Management (ITSM) practices, and experience in software development and automation.
Key Responsibilities:
- Plan, coordinate, and execute software deployments across various environments.
- Collaborate with development, QA, and operations teams to ensure deployment readiness and post-deployment stability.
- Participate in requirements analysis, design, development, testing, and deployment of application and system modules.
- Develop and maintain highly reliable and scalable services and applications.
- Build automation scripts and tools for Windows environments, APIs, and user interfaces.
- Deliver technical and functional support across Level 1, 2, and 3 for systems and services related to Service Management.
- Monitor deployment processes and troubleshoot issues in real-time.
- Manage incidents, service requests, and changes using ITSM tools.
- Participate in Change Advisory Committee (CAC) meetings and ensure proper change governance.
- Perform root cause analysis and implement preventive measures for recurring issues.
- Identify and integrate data sources to support reporting and analytics needs.
- Build dashboards and reporting tools to deliver actionable insights for business and IT stakeholders.
- Ensure technical documentation, procedures, and standards are maintained and followed.
- Collaborate with Business Analysts, Project Leads, and IT teams to ensure solution viability and consistency.
- Maintain specialist knowledge of operating systems, applications, and software related to in-scope systems.
- Develop and maintain standard and ad hoc reports, dashboards, templates, scorecards, and performance metrics tailored to various stakeholder levels, providing actionable insights that drive business improvements.
- Collect, analyze, and interpret data to support initiatives and projects focused on data-driven reporting and statistical modelling solutions.
- Ensure data accuracy and integrity across the full lifecycle-including extraction, processing, storage, transformation, and analysis.
- Bachelor's degree in computer science, Information Technology, or a related field.
- 4-8 years of experience in Information Technology
- Proven experience in .NET (C#) development, with hands-on experience in ASP.NET, ASP.NET Core (including Razor and Web API), React, SQL Server, JavaScript, and HTML5/CSS3.
- Experience working with SQL and statistical analysis tools such as R or Python, along with data visualization platforms like Power BI, Tableau, or similar.
- Solid understanding of data analysis, with the ability to work with large datasets from multiple sources.
- Knowledge of BI and reporting tools such as Power BI, Tableau, Excel, and VBA.
- Experience in using JIRA for project tracking, organizing epics, and managing user stories.
- Strong analytical mindset with a passion for working with data and deriving actionable insights.
- Detail-oriented with excellent problem-solving and critical thinking abilities.
- Strong communication and collaboration skills to work effectively with cross-functional teams.
- Ability to work independently and as part of a team in a fast-paced environment.
- Able to work during weekends where required to support deployment
Preferred Skills:
- Understanding of Agile and DevOps methodologies.
- ITIL Foundation certification or familiarity and practical experience with ITSM frameworks and tools.
- Hands-on experience with enterprise monitoring and reporting platforms.
- Strong knowledge of data integration, visualization, and analytics.
- Ability to influence cross-functional teams and drive results.
- Excellent interpersonal skills to build and maintain stakeholder relationships.
- Capable of managing multiple high-priority tasks under pressure and tight deadlines.
- Highly analytical with a solid grasp of IT fundamentals and enterprise IT environments.
- Quick learner with the ability to adapt to new technologies and tools.
- Strong attention to detail and ability to prioritize effectively.
