ICT Infrastructure Engineer
About the job
About the ICT Infrastructure Engineer role
The ICT Infrastructure Engineer is responsible for leading critical IT Service Management (ITSM) operations, with a strong focus on major incident management, change governance, and service reliability. This role provides end-to-end command and control of major IT incidents in a 24×7 environment, ensuring timely resolution within SLAs while maintaining clear communication with senior stakeholders. The engineer drives problem management through root-cause analysis and post-incident reviews, chairs Change Advisory Board (CAB) meetings, and manages service request processes using ServiceNow. In addition, the role develops and operationalises ITSM strategies aligned with ITIL and SRE best practices, partners with tooling teams to enhance ITSM capabilities, and leads continuous improvement initiatives to strengthen service stability and operational maturity.
Key Responsibilities:
1. Incident Management:
- Provide end-to-end management of all major IT incidents across clients Technology Group on a 24×7 basis, ensuring resolution within established SLAs.
- Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
- Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
- Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure
2. Change Management and service Request management:
- Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
- Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow
3. Strategic ITSM Operations:
- Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices
- Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.
- Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement
- Partner with ServiceNow Tools team on the enhancement requirements to support
strategic needs of ITSM processes
Requirements:
- Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment
- Comprehensive knowledge of ITIL framework and ITSM best practices
- Experience in managing major incident responses and facilitating investigation activities
- Proven ability to manage communications during high-pressure incident situations.
- Experience facilitating cross-functional meetings and presenting to senior management.
- Strong documentation skills for creating process guides and post-incident reports.
- Demonstrate strong coordination abilities and stakeholder management skills
- Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests
- Experience in developing service catalogues in ServiceNow
- Ability to work effectively in a fast-paced environment
- Strong analytical, problem-solving, and time management abilities
- Relevant professional certifications in ITIL or ITSM are desirable
- Knowledge of SRE best practices would be advantageous
