Service Control Engineer

Service Control Engineer:

Functional Responsibilities:

Service Asset and Configuration Management Area:

• Participate in Change Advisory meetings, representing Configuration Management
• Support yearly quality audits if necessary.
• Execute improvement/corrective actions.
• Address issues regarding the process gaps.
• Support and suggest service improvement initiatives where necessary.
• Creating, updating, and managing CIs within the CMDB
• Ensuring CMDB procedures are followed as per process definitions.
• Producing CIs reports as and when necessary, and providing timely and accurate CI information
• Ensuring CIs attributes, relationships and statuses are accurately populated on the CMDB and always kept up to date.

Change and Release Management Area:

• Provide support for the Change Manager
• Update change records when approved/rejected/add info/etc.
• Complete tasks/decisions for Change & Release Management
• Contact third parties regarding updates and closures.
• Respond to internal and third-party queries.
• Provide any necessary reports.
• Assess change requests for valid information.
• Follow-up with MEEZA users for missing information
• Follow-up with MEEZA users for updates on changes
• Query technical information on changes.
• React to non-compliance with process and to changes made outside of process.
• Coordinate with configuration management to maintain accurate data to ITAM
• Look at planning, organizing, and managing releases.
• Attend the CAB meeting and assist the change manager during the CAB.

Problem Management Area:

• Identifying trends and potential Problem sources in the IT Infrastructure
• Assigning problem tasks to investigating teams and following up on them.
• Setting appropriate Problem Status
• Monitoring progress on the Resolution of Known Errors
• Reporting on the agreed KPIs
• As the process manager, update the process document after discussions with process owner.
• Participate in change advisory meetings representing problem management.
• Sending/Reviewing Problem Management dashboard and corrective action report on monthly basis
• Participating in internal and external audits
• Organize and chair all required meetings for the process.
• Execute improvement/corrective actions.
• Address process pain areas and improvement opportunities.
• Ensure justifiable CR’s are raised to clear Problems and Errors
• Manage any third party involved in the Problem Management process.
• Responsible for all aspects related to the correct implementation and execution of the Problem.
• Management process; including the results and the quality of the process.
• To manage the process according to the principles laid down in Problem Management process.
• documentation and other documents that are part of the ITIL common framework.
• Ensure compliance with the implementation process in line with modifications to the Process.
• documentation
• Ensure process is compliant with company standards.
• Ensure smooth process operation by maintaining appropriate relationships with other processes.
• managers
• Initiate workshops and conduct training sessions related to problem management processes.
• Participate in projects which are triggered by problem management.

Service Management and Reporting Area:

• Consolidation of data from multiple sources
• Production of trends and feedback on the trends such as whether the trends are positive or negative, what their impact is likely to be, and if they are predictable for the future.
• Production of reports on service or system performance based on the negotiated OLAs and SLAs and improvement initiatives.
• Interpretation of data, analysis of results using statistical techniques and provision of ongoing reports
• Identification of requirements for data collection systems and other strategies that optimize statistical efficiency and data quality.
• Identification, analysis, and interpretation of trends or patterns in complex data sets
• Filtration and “cleaning” of data, and review of computer reports, printouts, and performance indicators to locate and correct problems.
• Working closely with management to prioritize business and information needs.
• Locate and define new process improvement opportunities.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor’s degree in computer science, Information Systems, Engineering, or equivalent.

Experience:

• 6-8 years of experience in information technology or a similar field.

Skills and Requirements:

Communication : Effective communication skills are essential for interacting with team members, stakeholders, and end-users, as well as for writing incident reports and documentation.

Attention to Detail: A keen eye for detail is crucial to identify anomalies, trends, or potential issues in system behavior.

Team Collaboration: The ability to work well within a team, collaborate on troubleshooting efforts, and share knowledge is important for maintaining a smoothly running environment.

Adaptability: IT environments are constantly changing. Being adaptable to innovative technologies and approaches is essential for staying current in your role.

Time Management: Prioritizing tasks, managing multiple incidents or requests simultaneously, and meeting deadlines are key aspects of this role.

Customer Service: Providing quality service to end-users and stakeholders, even in high-pressure situations, is important for maintaining a positive working relationship.

Analytical Thinking: Being able to analyze data, identify patterns, and draw conclusions is essential for diagnosing issues and making informed decisions.

Problem Solving: Ability to approach problems systematically, break them down into manageable components, and find effective solutions.

Troubleshooting: Strong critical thinking skills to diagnose and resolve technical issues quickly, ensuring minimal impact on services.

Database Management: Basic knowledge of database systems and SQL to monitor and manage database health and performance.

Automation and Report Development: Should have knowledge of hand-on experience in any of the reporting tools which can be used to automate the BAU activities and management requirements.