Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues In Accordance With Itil Best Practices And Service Level Agreements.
2. Mentor Team Members And Administrators In Critical Incident Management Processes, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.

Skill Requirements

1. Proficient In Critical Incident Management And Itil Frameworks
2. Strong Knowledge Of Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Avanti And Related Automation Technologies
5. Excellent Communication And Presentation Skills For Stakeholder Engagement

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Servicenow Administrator Certification (Optional But Valuable

 

• • • • • Coordinate, manage, and keep chronology of events during incident management conference calls. • • • • Clear handover to Problem Management to coordinate the implementation of corrective actions. • Coach others on processes and procedures as needed. Responsible for the end-to-end management of GTS major and some high incidents through engaging dedicated teams, ensuring clear and consistent communication, and raising awareness as needed and bringing service back to stability as soon possible. Conduct root cause analysis for major incidents and work with Service Owners to identify and agree appropriate delivery dates for appropriate actions to prevent recurrence and improve level of service. Collect and analyze process data to initiate, develop, and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost. Responsible for communications during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved. Form collaborative action plans via the technical lead with specific actions, roles, and deadlines, and ensuring these are completed safely and within SLA. Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends, driving down repeat, service impacting failures. Record residual business risk including communication on root cause and corrective actions to all stakeholders where necessary. Qualifications • Bachelor’s degree in computer science or related degree or equivalent work experience • Two years technical enterprise work experience