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. Drive The Generation Of Tower-Level Efficiency And Effectiveness (Ee & En) Revenue By Implementing Strategic Process Management Initiatives And Leveraging Itil Best Practices.
2. Ensure Timely Closure Of All Tasks, Responsibilities, And Escalations According To Agreed Service Level Agreement (Sla) Norms, Utilizing Tools Such As Servicenow (Snow) And Bmc Remedy For Effective Incident Management.
3. Oversee Operational Hygiene By Validating Reports Generated From Ca Service Desk And Avanti, Ensuring That All Services Align With The Agreed Sow.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Engagement.
5. Lead And Execute The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Driving Self-Service Initiatives That Streamline Processes And Reduce Operational Costs.

Skill Requirements

1. Proficient In Process Management And Itil Frameworks.
2. Strong Understanding Of Tools Such As Servicenow, Bmc Remedy, Ca Service Desk, And Avanti.
3. Excellent Analytical And Problem-Solving Skills.
4. Strong Communication And Stakeholder Management Abilities.

Other Requirements

1. Itil Foundation Certification Is Recommended.
2. Certifications In Servicenow Or Bmc Remedy Administration Are Optional But Valuable