IT Service Management Engineer

Company Descriptionlastminute.com is the European Travel Tech leader in Dynamic Holiday Packages. It operates a portfolio of well-known brands such as lastminute.com, Volagratis, Rumbo, weg.de, Bravofly, Jetcost and Hotelscan. Our mission is to lead the travel industry by leveraging technology to simplify, personalise, and enhance our customers’ travel experience. Experts in brightening up online travel, we help our customers find and do "whatever makes them pink". We continuously invest in talented people who ensure our offering is closer to the needs of the customers and keep us at the cutting edge of technology evolution. More than 1,700 employees spread across our offices worldwide develop our own products and services to power the entire traveller journey for millions of people.At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.lastminute.com N.V. is a publicly-traded company listed under the ticker symbol LMN on the SIX Swiss Exchange.Job DescriptionAn exciting new opportunity in our IT Service Management Team dedicated to provide governance on incidents and changes.ITSM team is a cross-functional and key figure, embedded in the Tech Department, but working closely with almost all Company Departments, such as Product and Development, Customer Operation, Legal and DPO, Finance, and others.ITSM contributes to the operations of IT systems by managing incidents and keeping track of system changes in line with ITIL best practices. It aims to prevent business disruptions or downtimes, and facilitates issues fix management .The new Manager will challenge the status quo and make the ITSM team even more effective in providing value for the Company by producing consistent metrics and inputs to learn from failures and vehicle the improvement of efficiency and resilience of lm IT systems, through the collaboration of all stakeholders. Being technically focused is not an essential requirement for this role. If you have a natural disposition for driving improvements and providing value across the organisation, then this role will provide the opportunity and support for you to do so.The IT Service Management Engineer area of responsibility:Deliver and apply ITSM policies, processes and proceduresWork together with teams across all levels of the organization to embrace the ITSM Governance standards (changes, incidents and problems management)Ensure all stakeholders are aware and informed of planned changes and ongoing incidentsInitiate the procedure for handling detected incidents, including record basic details of the incident (symptoms, basic diagnostic data, etc.) and escalation to competent teams (Incident Commander)Assist in the investigation of problems and other requests for support, maintaining and updating incidents records throughout the incident life cycleMake initial diagnosis of any problems and advice on known solutions, where applicable, provide information on updates, known errors, changes in availability, new facilities, etc. Communicate across organisational boundaries - from engineers through to senior managers - and collaborate with senior management on achieving delivery targets of services availabilityWork with software engineers, SREs and engineering management heads to identify process improvement opportunities and incident reductionGenerate and understand and share statistical service reports on logged issues and changes.Contribute to the creation of the roadmap of initiatives of the ITSM teamQualificationsSkills and Experience - EssentialMinimum 5 years relevant work experience Technical background ideally in ITSMServices and IT Knowledge of Systems management platforms, Service Management solution, ITILUnderstanding of software development lifecycle and IT infrastructuresAbility to understand services which are provided on a 24x7x365 basisExcellent communication skills (both written and verbal) around facilitation skills, issues and opportunitiesAnalyzing, designing, and presenting Data in a way that assists individuals, Businesses, and organizations (teams) making better decisionsSolution-orientedExcellent documentation skills and attention to detailsAbility to deliver technical presentations competently and blamelesslyCreate or upgrade performance indicators to locate correct problemsFast understanding of the Business and needsIdentifying process improvement opportunities with Business (efficiency and effectiveness) and recommending solutions that detail pros, cons and risksSkills and Experience - DesirableJira / EazyBI tools / Slack expertise / Google SuiteGood understanding of Agile methodologiesStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversityUnderstanding the complexity of tech reality and tech OKRs and contribute to continuous improvement of metrics and deliveryAvailable for occasional travel required in Europe.Analytical skills to assess the quality and meaning of DataUsing technical expertise to ensure Data is accurate and high-quality (removing corrupted Data, fixing wrong information, ..) Analyzing and exploring DataExpertise in statisticsVisualising Data, reports and dashboardsAbilities/qualities Able to work in a fast paced production environmentAttention to details and verify correctness of informationAble to handle multiple tasks and projects with various and changing levels of priorityHighly proactive, uses initiative, problem solverGood relationship builder and able to position the role as a key ally, support and help to delivery teamsAble to influence and show leadership at all levels of an organizationAble to work to tight deadlines whilst maintaining a can-do attitudeWillingness to make things happenCommitted to, and actively works towards, continuous self-improvement and growth of others around him/herNegotiation skillsProviding training and mentoring to other members of the ITSM teamAdditional InformationAbout the teamOur company is distributed across major European countries, in a multicultural environment where the Pink spirit gets lived boldly ð through async comms and live remote events, as well as hybrid office gatherings. Information sharing is crucial and, being a pure digital player, product management is at the heart of our business.If you think we’re a fit and that we could have fun together, please let us know by applying for the position.What we offerBy joining our company, you will have the chance to:Join a dynamic team in an inclusive-international environmentGrow thanks to the career journey and our internal mobility perspectiveManage your own schedule thanks to the flexible start and end of the working dayWork a shorter working week (36h), of which 4 hours on Friday morning Get focus time for learning, development and deep work on Friday morningsWork partially or fully remote according to local lawsEnjoy continuous training thanks to our company platformBenefit from employee discounts on travelReceive 2 days off per year for the purpose of volunteeringParticipate in amazing winter and summer corporate eventsWelfare platform (Corporate Benefits) where you will find dedicated discounts with more than 1500 partnersSummaryType: Full-timeFunction: OtherExperience level: Mid-Senior LevelIndustry: Internet