ITSM Support Engineer: L2 Incident, Change & ITIL Lead

eMinds; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

eMinds is seeking an ITSM/ITIL skilled professional to oversee ITSM tool administration and 2nd-line incident management in a Dubai-based environment. The role requires coordinating CAB activities, CMDB updates, and ITIL process governance while delivering performance reports and optimization insights.

You will work with tools like ServiceNow and BMC Remedy, and contribute to monitoring, capacity planning, and continuous service improvement in a dynamic IT landscape.

Qualifications

• Experience implementing ITIL/ITSM processes across IT operations.
• Ability to perform root-cause analysis (RCA) and drive problem resolution.
• Familiarity with governance, risk, and compliance in IT services.

Responsibilities

• ITSM Tool Administration: Maintain, troubleshoot, and optimize ITSM tools and system monitoring capabilities.
• L2 Incident & Problem Management: Provide 2nd-level technical support, lead problem identification, and conduct RCA.
• Change & Release Control: Manage CAB, record environment updates in the CMDB, and maintain technical documentation.
• ITIL Infrastructure Support: Execute and govern key ITIL processes across Capacity, Availability, Configuration, and IT Service Continuity management.
• Reporting & Optimization: Design operational reports and adjust infrastructure performance measures.

Skills

ITSM & ITIL

Incident & Problem Management

Change Management

Configuration Management

NOC & Monitoring

Availability & Capacity Management

Monitoring Tools

Reporting & Analytics

Automation & Integration

Documentation & Compliance

ITIL Certification

Tools

ServiceNow

BMC Remedy/Helix

HP Service Manager

ManageEngine ServiceDesk Plus

Job description

eMinds is seeking an ITSM/ITIL skilled professional to oversee ITSM tool administration and 2nd-line incident management in a Dubai-based environment. The role requires coordinating CAB activities, CMDB updates, and ITIL process governance while delivering performance reports and optimization insights.

You will work with tools like ServiceNow and BMC Remedy, and contribute to monitoring, capacity planning, and continuous service improvement in a dynamic IT landscape.