Specialist Service Management Incident & Problem
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Job Location:
Lake Charles, LA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
A job at Sasol is a career made by you with purpose development opportunities benefits to support every stage of life and a working culture that embraces flexibility diversity and inclusion. Learn more.
Purpose of Job
Skilled and proactive ITIL Specialist to join our Global Service Management team focusing on Incident and Problem Management. This role is critical in ensuring high-quality IT service delivery by minimizing disruptions and driving root cause analysis to prevent recurrence.
Key Accountabilities
- Manage the end-to-end incident lifecycle to ensure timely resolution and minimal business impact forservice delivery team.
- Lead problem investigations provide assurance for the completion of root cause analysis and supportcorrective actions.
- Facilitate post-incident and problem review meetings with cross-functional teams.
- Monitor and report on incident and problem trends KPIs and contracted SLAs.
- Design and maintain dashboards to visualize service performance trends and operational metrics in conjunction with the service delivery teams.
- Collaborate with service owners support teams and vendors to improve service reliability.
- Maintain and enhance incident and problem management processes in alignment with ITIL standards.
- Support audits and compliance activities related to service management.
- Provide on-call and after-hours support as part of a rotating schedule to ensure 24x7 coverage for critical incidents.
- Categorize and analyze incident data to identify patterns service impact and improvement opportunities.
- Drive Shift Left initiatives by identifying opportunities to move resolution closer to the end user through self-service automation and knowledge base enhancements.
- Follow global standardized policies and processes with contribution to optimize regional differences.
Formal Education/ Working Experience
Bachelors degree in IT Computer Science or related field
3 yrs of Help desk operations experience
4 yrs relevant experience in incident and problem management
5 yrs IT experience
ServiceNow or Similar Tools Experience with ITSM platforms like ServiceNow BMC Remedy or similartool
Experience in a multi-vendor or SIAM environment.
Familiarity with Agile or DevOps practices
Required Personal/ Professional Skills
- Process Improvement Skilled in identifying inefficiencies and implementing improvements.
- Communication Skills Clear and effective communication with technical teams and stakeholders.
- Team Collaboration & Facilitation Ability to lead global meetings coordinate cross-functional teams anddrive consensus within technical and business teams.
- Reporting & Metrics Proficiency in generating and interpreting service performance reports.
- Crisis Management Calm and structured approach during high-impact incidents.
- Analytical Thinking Strong ability to identify patterns and root causes.
Sasol (USA) Corporation is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to race color religion creed age sex sexual orientation gender identity pregnancy national origin disability or protected veteran status as well as any other characteristic protected by applicable law regulation or local ordinance. For more information about your rights under the law see treats work-authorized job applicants equally in recruiting and hiring without regard to their citizenship status or national origin unless required by law regulation executive order government contract or determination by the Attorney General. Please note Sasol will not sponsor obtain and/or petition for temporary visa status (for example E F-1 H-1 H-2 L B J or TN) for candidates for this position and/or personnel hired for this position.
Required Experience:
IC
Key Skills
- General Insurance
- Corporate Sales
- Cost Estimation
- Benefits & Compensation
- Heavy Equipment
- AC Maintenance
About Company
Sasol is a global chemicals and energy company. We are a public company listed on the Johannesburg Stock Exchange in South Africa and the New York Stock Exchange in the United States.
