IT Service Management Engineer (Focussing on CSI)

We are hiring a IT Service Management Engineer (Focussing on CSI) role within our Global Capability Delivery (GCD) centre in Mauritius to accelerate the digitisation and improvement of technology services across the EMEA region. This role is designed for someone focused on how services evolve not just how they are supported using data automation and modern tooling to drive ongoing improvement.

The CSI Engineer will take ownership of identifying service inefficiencies legacy dependencies and manual processes across core application estates supporting the UKI Channel Islands and wider EMEA business. Working with platforms such as Paladign Sylvan TLM Aurora and Bloomberg the role will assess current service performance and redesign operating models to improve reliability reduce operational exposure and simplify support through smarter digital solutions.

A key element of the role is to lead the transition away from legacy approaches by embedding modern digital capabilities using SharePoint Online Microsoft Power Apps and Power Automate. This includes automating workflows improving service visibility and enabling scalable selfservice solutions that enhance both user experience and operational control. All improvements will be delivered through a structured ITIL / ISO 20000 Continual Service Improvement framework ensuring changes are measurable sustainable and aligned to business outcomes.

What youll do

• Youll own the endtoend application support lifecycle across EMEA (with primary focus on UKI and the Channel Islands) delivering Level 2/3 support advanced diagnostics root cause analysis and permanent fixes for systems such as Paladign Sylvan TLM Aurora and Bloomberg while ensuring maximum availability and performance.
• Youll lead incident vendor and environment management by triaging highpriority issues coordinating with thirdparty vendors maintaining production/UAT/DR environments and acting as the technical liaison between business stakeholders global technology teams and external partners.
• Youll deliver application changes enhancements and projects in line with ISO 20000 including impact/risk assessment testing (functional regression integration) release management and full lifecycle execution from requirements gathering through deployment and postimplementation review.
• Youll drive digital transformation and automation using SharePoint Online Power Apps and Power Automatedesigning workflows modernising business processes migrating legacy systems and establishing governance documentation and user adoption practices.
• Youll ensure strong IT service management and operational excellence by maintaining CMDB and documentation executing SQL-based troubleshooting and reporting performing proactive monitoring and health checks supporting audits and contributing to continual service improvement through trend analysis and performance reporting.

What we offer

• Comprehensive remuneration: Motivating financial packages based upon market rates for your role and is proportionate to your qualifications level of experiences and skills profile
• Discretionary annual bonus scheme based on company and individual performance
• Autoenrolment pension scheme with employer and employee contributions based on age bracket
• Comprehensive private medical insurance for employees and immediate family
• Annual leave: All our employees are entitled to 22 days paid leave.
• Enhanced maternity and paternity including shared parental leave and adoption leave
• Flexible working: We recognise the value of working flexibly and is keen to ensure all employees enjoy an excellent work-life blend. As such we are open to conversations with employees related to setting up flexible working arrangements

Qualifications :

• You bring substantial experience in application support or IT operations with proven ownership of businesscritical application portfolios within highly regulated industries such as financial services asset management or insurance.
• You have strong hands-on expertise in SharePoint Online administration including solution design governance and migration from legacy platforms.
• You deliver business process automation using Power Apps and Power Automate achieving measurable efficiency gains while applying ITIL or ISO 20000-aligned service management practices (incident problem change and CSI).
• You effectively manage third-party vendor relationships oversee escalations and contract compliance and collaborate across globally distributed teams and EMEA time zones with autonomy and accountability.
• You contribute to or lead technology projects through full lifecycle delivery communicate complex technical issues clearly to diverse stakeholders and demonstrate a proactive ownership-driven mindset with a passion for service excellence and continuous improvement.

Technical Skills

• Hands-on experience supporting business systems and comparable platforms in a regulated environment (highly desirable).
• Expert-level knowledge of SharePoint Online including site collections hub sites lists libraries metadata content types permissions models and information architecture.
• Advanced proficiency in Microsoft Power Apps including canvas apps model-driven apps and integration with SharePoint Dataverse and external data sources.

Additional Information :

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders including our employees clients and local communities while also reducing our impact on our natural environment.  

There is always more we can and should do to improve whether in relation to our people our clients our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. Were committed to fostering an inclusive equitable and diverse culture for our people led by our Diversity Equity and Inclusion steering committee. 

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees careers while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 6500 employees - from 94 nationalities across 24 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund in an environment where only 15% of all private equity and venture capital firms are gender balanced. 

Were committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients sustainability and success lead to our sustainability and success. Were emotionally invested in our clients right from the beginning.

Remote Work :

No

Employment Type :

Full-time