Specialist Service Management Incident & Problem (Lake Charles, United States) chez Sasol
Sasol · Lake Charles, États-Unis d'Amérique · Onsite
- Professional
- Bureau à Lake Charles
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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 for service delivery team.
- Lead problem investigations, provide assurance for the completion of root cause analysis, and support corrective 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
· Bachelor’s 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 similar tool
· 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, and drive 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 http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Sasol 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.
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