Lead Software Engineer – ITIL (Incident Management)

We are seeking a talented developer who is a self-starter and capable of learning new technologies quickly. The successful candidate will work closely with our internal teams and will be responsible for configuration, administration, development, and support.
This position involves being part of a dynamic team environment responsible for supporting solutions to meet business requirements of OpenText while improving ones own technical skillset and growing in their career.

You are great at:

Provide Level-3 support to SMAX tenant(s) for all incident alerts received from monitoring systems, tickets, and end-users.
Support the response to Major Incidents to ensure a timely restoration of service.
Perform diagnostics to remediate detected and reported incidents.
Support change and release management activities by executing documented procedures.
Driving governance, standardization, and scalability across the ITOM environment.
Document and improve procedures, knowledge articles for use by IT Operational Teams.
The DevOps Analyst will be required to support all feature development and technical configuration of SMA

including:

o Extensive experience of Studio
o Endpoint and external systems integration
o Master Data
o Custom Lists
o Virtual Agent
o Smart Analytics and Service Portal
o Service Catalogue & Offering rules and form fields.
o Process, workflow, and data loads
o Survey, SLAs, Models, and templates
o Dashboards & Reporting
Systems integration knowledge of other systems including OPB, OO, OBM, uCMDB is preferable.
Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
Reporting: Event and performance dashboards
Release Management: Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products + Manage, support all future releases covering: Enhancements, Bug fixes, Known issues.
Administration: Supporting all requests either via projects of BAU SMAX requests for all activities that cover: Configuration, Knowledge, Reporting, Runbook automation updates

What it Takes:
Bachelors Degree or a combination of education and equivalent experience
6 + years of IT experience in IT Operating applications and Service Management specifically around ITOM products
Working knowledge in one or more of the following areas:
o Service Level Management
o Configuration Management
o Service Management Design
o Testing and Transition
Proven analytical and problem-solving skills and the ability to organize and prioritize several tasks at one time.
ITIL v4 accredited.
Working knowledge of IT4IT framework.
Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
Good understanding of both on-Cloud and off-Cloud environments.
Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
Ability to comprehend and follow documented guidelines and procedures.
Excellent verbal and written communication skills are required.