Packaged/SaaS App Engineering Lead

Project Role : Packaged/SaaS App Engineering Lead
Project Role Description : Own the design and evolution of packaged or SaaS solutions, overseeing configuration, integrations, and releases. Set platform standards to ensure stability, performance, and alignment with business and vendor constraints.
Must have skills : ServiceNow IT Service Management (ITSM)
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Service Management Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires continuous monitoring and support of infrastructure service management processes to maintain service availability and reliability. The individual ensures that production systems and devices remain operational, addressing any issues promptly to minimize disruptions. Engaging with various stakeholders to uphold client satisfaction and managing risks associated with IT services are integral parts of the daily routine. The role demands a proactive approach to maintaining service continuity and supporting the overall IT environment.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure seamless service delivery and operational efficiency.
- Monitor service performance metrics and implement improvements to enhance service quality.
- Support junior team members by providing guidance and facilitating knowledge sharing.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow IT Service Management (ITSM).
- Strong understanding of IT service management principles and best practices.
- Experience in managing IT production systems and infrastructure lifecycle.
- Ability to analyze and resolve operational issues affecting service availability.
- Familiarity with risk management and client satisfaction strategies within IT services.
- Effective communication and collaboration skills to work with diverse teams.

Additional Information:
- The candidate should have minimum 8 years of experience in ServiceNow IT Service Management (ITSM).
- This position is based at our BDC14A - STPI office.
- A 15 years full time education is required.