ITSM Support Engineer (NOC)

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

• 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.
• 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.