ITSM & ITIL Engineer - Incident, Change & CAB Lead

eMinds; Dubai; On-site; AED 60,000 - 110,000; Full time

Job summary

eMinds is seeking an ITSM Specialist to administer ITSM tools, lead L2 incident and problem management, and govern change and release processes. The role emphasizes CMDB accuracy, ITIL process governance, and ongoing optimization through dashboards and reports.

The candidate will work with ServiceNow, Remedy/Helix, HP Service Manager or equivalent, delivering reliable IT service operations and strong analytical insights to improve infrastructure performance.

Qualifications

• ITIL V3/V4 foundations and ITSM process knowledge.
• Experience implementing and optimizing ITSM workflows and dashboards.
• Strong documentation and compliance capabilities.

Responsibilities

• ITSM Tool Administration: maintain, troubleshoot, and optimize ITSM tools and monitoring.
• L2 Incident & Problem Management: provide second-level support, RCA, and incident resolution.
• Change & Release Control: manage CAB, log updates in the CMDB, maintain docs.
• ITIL Infrastructure Support: govern key ITIL processes across Capacity, Availability, Configuration, and IT Service Continuity.
• Reporting & Optimization: design operational reports and adjust performance measures.

Skills

ITSM

ITIL V3/V4

Problem Management

Change Management

CMDB

Monitoring Tools

PowerShell/Python

API Integration

Documentation

Automation

Reporting & Analytics

Tools

ServiceNow

BMC Remedy/Helix

HP Service Manager

ManageEngine ServiceDesk Plus

Job description

eMinds is seeking an ITSM Specialist to administer ITSM tools, lead L2 incident and problem management, and govern change and release processes. The role emphasizes CMDB accuracy, ITIL process governance, and ongoing optimization through dashboards and reports.

The candidate will work with ServiceNow, Remedy/Helix, HP Service Manager or equivalent, delivering reliable IT service operations and strong analytical insights to improve infrastructure performance.