ITSM Support Engineer (NOC)

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

Major 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 root-cause analysis (RCA).
• Change & Release Control: Manage the Change Advisory Board (CAB), record all 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 recommend adjustments to infrastructure performance measures based on business needs.

Technical Skillset:

• ITSM & ITIL: ITIL V3/V4, IT Service Management, Service Operations, ITSM Process Implementation & Optimization.
• ITSM Tools: ServiceNow, BMC Remedy/Helix, HP Service Manager, ManageEngine ServiceDesk Plus or equivalent.
• Incident & Problem Management: L2 Support, Incident Resolution, Root Cause Analysis (RCA), Problem Investigation & Troubleshooting.
• Change Management: Change Request (RFC), Change Advisory Board (CAB), Change Implementation, Impact Assessment & Documentation.
• Configuration Management: CMDB Administration, Configuration Item (CI) Management, Configuration Tracking & Release Management.
• NOC & Monitoring: Network Operations, Infrastructure Monitoring, Event Management, Alarm Monitoring & Service Availability.
• Availability & Capacity Management: Performance Monitoring, Capacity Planning, Resource Utilization & Service Continuity.
• Monitoring Tools: SolarWinds, Zabbix, Nagios, PRTG, IBM Netcool or equivalent.
• Reporting & Analytics: SLA/KPI Monitoring, ITSM Dashboards, Performance Reporting, SQL, Power BI & Advanced Excel.
• Technical Knowledge: TCP/IP, SNMP, DNS, Windows/Linux Servers, Network Troubleshooting & IT Infrastructure.
• Automation & Integration: ITSM Workflow Automation, API Integration, PowerShell/Python Scripting.
• Documentation & Compliance: SOPs, Technical Documentation, ITIL Process Compliance & Continual Service Improvement.

• Preferred Certification: ITIL Foundation V3/V4; ServiceNow or BMC Remedy certification is an advantage.