IT Service Management

Key responsibilities:

• Develop a strong understanding of digital platforms, business processes, integrations, and service offerings supporting Source-to-Pay (S2P) operations.
• Manage and coordinate end-to-end IT Service Management activities, including Incident Management, Problem Management, Service Request Fulfilment, Knowledge Management, and Service Level Management.
• Provide Level 3 application support by diagnosing, troubleshooting, and resolving complex business application issues while ensuring SLA compliance and customer satisfaction.
• Analyse incident and service request trends, identify recurring issues, and drive permanent resolutions through root cause analysis and problem management practices.
• Design, develop, and maintain low-code/no-code solutions, workflows, automations, and self-service capabilities.
• Support AI Ops and intelligent automation initiatives by leveraging analytics, predictive insights, workflow automation, virtual agents, and AI-powered operational capabilities to reduce manual effort and improve service quality.
• Lead initiatives to reduce ticket volumes through automation, process optimization, knowledge management, self-healing capabilities, and proactive monitoring.
• Collaborate with business stakeholders and technical teams to identify improvement opportunities and translate operational challenges into scalable technology solutions.
• Monitor platform health, integration performance, system alerts, and operational metrics to proactively identify risks and service degradation.
• Create and maintain technical documentation, operational runbooks, knowledge articles, support procedures, and service management artifacts.
• Demonstrate ownership and accountability by independently driving operational improvements, solving problems proactively, and delivering measurable business outcomes.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Business Information Systems, Computer Science, or a related field.
• Minimum 6 years of experience in IT Service Management, Application Support, Service Operations, or Service Delivery functions.
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, Release Management, and Service Request Management.
• Knowledge of AI Ops, event monitoring, predictive analytics, and automation frameworks.
• Experience working with low-code/no-code platforms.
• Knowledge of service management platforms and experience managing service tickets, SLAs, and operational processes.
• Strong troubleshooting and analytical skills across applications, integrations, APIs, and data flows.
• Experience with REST APIs, JSON, web services, and system integrations.
• Working knowledge of SQL and data analysis techniques for investigation and reporting.
• Self-starter with a strong sense of ownership and accountability.
• Ability to independently manage priorities and drive initiatives with minimal supervision.
• Strong stakeholder management, communication, and collaboration skills.
• Excellent problem-solving and critical thinking abilities.
• Experience supporting AI-enabled digital platforms and automation-led service organizations.
• Understanding of Service Integration and Management (SIAM), Agile delivery methodologies, and continuous improvement practices.
• Strong analytical, problem-solving, and customer-service orientation.
• Excellent English communication skills, both written and verbal.
• ITIL Foundation Certification (mandatory).