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
Handling Critical Incident Management
1. Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
2. Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality.
3. Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques.
4.
Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements.
5. Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support.
Skill Requirements
Handling Critical Incident Management
1. Robust Proficiency In Critical Incident Management And Itil Frameworks.
2. In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues.
4. Solid Understanding Of Service Quality Standards And Operational Best Practices.
Other Requirements
Handling Critical Incident Management
1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable