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. Drive The Generation Of Tower-Level Ee And En Revenue By Implementing Effective Knowledge Management Strategies And Itil Best Practices.
2. Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations By Monitoring Adherence To Agreed Sla Norms And Implementing Corrective Actions As Needed.
3. Oversee Operational Hygiene By Validating Service Reports And Ensuring That All Services Are Delivered In Accordance With The Sow, Leveraging Tools Such As Bmc Remedy And Ca Service Desk.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Delivery And Stakeholder Engagement.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Fostering Self-Driven Initiatives That Enhance Operational Efficiency.

Skill Requirements

1. Strong Proficiency In Knowledge Management And Itil Processes.
2. Experience With Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
4. Excellent Analytical And Problem-Solving Skills To Manage Escalations Effectively.

Other Requirements

1. Itil Certification (Recommended).
2. Knowledge Management Certification (Optional But Valuable)