Job Description

Job Title Senior Engineer Service Management

Description

Addax Office Tower Reem Island, Abu Dhabi, United Arab Emirates Full-time Division: GCOO Sub Division: Group Technology
Company Description
Now its your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. Were looking for the brightest and best to help us reach our goals and well also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry. Manage the lifecycle of all unplanned interruptions, malfunctions and quality reductions of FAB Production Services Generic Accountability
Leading resolution of high impact production service incidents adhering to the Incident Management Process
Documenting and communicating the incident from detection to lessons learnt to ensure preventative measures are assigned and tracked by the Problem Management Process.
Effectively drive Major Incident Management Process for critical or high priority Incidents.
Understand, define, and articulate problem & impact statements of high priority incidents.
Translate technical jargon into simple English for customer and internal communications at an executive level.
Quickly resolve Incidents, maintain clear accountability, meet authorized user expectations, meet specified Service Levels, and support critical business processes.
Showcase leadership quality with effective communications skills.
Create log and maintain timelines of the Incident ticket on a timely basis throughout the life of the Incident.
Take up end-to-end ownership of critical/High priority Incidents.
Act as an individual contributor for Incident Management process.
Support On-calls during weekends & Holidays being a primary point of contact for all incidents.
Drive resolver groups to maintain SLAs of customers and regulatory bodies of various regions as appropriate.
Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
Enabling escalation whenever and wherever necessary.
Coordinate with Event, Change and Problem management process & provide inputs from Incident Management, as appropriate.
Update the Incident ticket on a timely basis throughout the life of the Incident.
Qualifications
Bachelors degree in computer science or other highly technical, scientific discipline
8-10 years of overall experience in IT, out of which at least 4-5 years in IT Service Management (as an Incident or Problem or Change Manager)
Strong understanding of highly complex IT Infrastructure & Applications, preferably in Banking & Financial Institutions.
Very strong communication skills, should be able to effectively influence and negotiate during highly sensitive and critical situations.
Should have strong problem-solving skills.
Experience with ITSM systems and associated metrics. Experience working in ServiceNow preferred.
Strong customer service, coordination, and interpersonal skills.
Expert level knowledge of MS Excel for data analysis (pivot tables, graphs, V lookup, etc.)
Knowledge of SRE & Agile methodologies
Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification
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