Job Description

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Itil Best Practices In Process Consulting And Tools Management.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
3. Collaborate With Teams To Update And Manage Knowledge Bases, Ensuring Documentation Accuracy And Training Freshers While Coaching Analysts On Best Practices.
4. Resolve Complex Tickets Within Agreed Slas By Coordinating With Other Support Teams To Enhance Operational Efficiency And Maintain A Robust Security Posture.
5. Drive A Positive Customer Experience And High Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions, And Addressing Reopen Cases To Mitigate Security Threats.

Skill Requirements

1. Proficient In Process Consulting And Itil Practices
2. Strong Understanding Of Snow Administration And Support
3. Familiarity With Bmc Remedy And Ca Service Desk Tools
4. Experience In Troubleshooting And Root Cause Analysis
5. Excellent Communication And Collaboration Skills

Other Requirements

1. Itil Foundation Certification Is Recommended
2. Certifications In Snow Or Bmc Remedy Are Optional But Valuabl