Engineer - GISOCC IS Technology

Overview

Engineer role focused on IT governance, KPI reporting, service catalog management, and problem/major incident governance.

What you'll do

• Formulate, track, and prepare KPIs for incidents, service requests, changes, problems, and major incidents across technology projects.
• Compile and track SLA violations and provide justifications and root causes for trend deviations or missed targets.
• Deliver monthly IT governance presentations translating KPIs and operational data into analysis for leadership.
• Coordinate with service delivery managers to review performance metrics and identify corrective actions.
• Manage IT service catalog changes by defining additions/modifications/retirements and mapping them to JIRA tickets.
• Drive problem management by ensuring major incidents are documented and accompanied by RCA, and track ticket lifecycles for preventive actions.
• Audit governance/reporting workflows to recommend automation and streamline IT processes.

What you'll need

• Strong written and verbal communication with a customer-first mindset.
• Foundational understanding of IT infrastructure, software, security, or networking concepts.
• SQL knowledge to generate customized database reporting.
• Ability to analyze data trends and identify underlying causes.
• ITIL knowledge covering incident, problem, change, and service level management.
• ITIL v3 or v4 Foundation certification is highly preferred.

Details

• Location: Chennai.
• Employment: Full time, regular; job type described as permanent contract.