Service Maintenance
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This is a remote position.
The Service Maintenance & Operations (SMO) Lead is accountable for the effective delivery of Event, Request, and Incident Management , ensuring service quality, SLA compliance, and rapid issue resolution across the assigned portfolio.
Key Responsibilities- Oversee Event Management , ensuring alerts are reviewed, correlated, and actioned, with follow‑up incidents or requests correctly logged.
- Own Request Management quality, monitoring queues, SLAs, and support activities to prevent delays.
- Manage Incident Management for non‑major incidents and ensure timely escalation of major incidents to the appropriate teams.
- Act as a primary escalation point for business stakeholders and vendors when service levels are at risk.
- Partner with Problem Reliability Engineers to address recurring issues and drive long‑term stability.
- Ensure support teams are properly trained, access is correctly managed, and on‑call coverage is maintained where required.
- Drive Knowledge Management quality and usage across incident and request processes.
- Promote continuous service improvement , including KPI optimization, ticket reduction, and automation opportunities.
- Strong experience in IT service operations (Event, Incident, and Request Management).
- Advanced Excel and data analytics skills.
- Hands‑on experience with ServiceNow (IRIS), Power BI, and Tableau .
- Ability to work with Data Lakes and build custom queries (highly valued).
- Proven stakeholder and vendor management skills.
- Strong planning, organization, and communication abilities.
- Remote work
- Food ticket
- Health insurance
- Training and access to certification vouchers
- Work‑life balance initiatives
- Referral program
- Birthday off
- Give back day – enjoy a day to give back to society
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