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.
Requirements
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.
Benefits
Remote work
Food ticket
Health insurance
Training and access to certification vouchers
Work-life balance initiatives
Referral program
Birthday off
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