Job Summary:The SDM Engineer is to oversee the daily operations of the Service Desk, ensuring efficient, timely, and high-quality support to end users. This role is responsible for meeting SLA commitments, driving continuous improvement in incident management, and serving as a liaison between the technical team and other business areas. It plays a key role in maintaining operational continuity in a manufacturing environment.
Duties and Responsibilities:- Provide strategic leadership for the Service Desk operation by establishing short- and long-term goals, aligning service delivery strategies with business and IT objectives, and ensuring high-quality support services that meet organizational needs and service level agreements (SLAs).
- Lead, mentor, and manage senior technicians and team leads by developing individualized development plans, conducting regular performance reviews, providing coaching and feedback, and implementing succession planning to build a high-performing service organization.
- Analyze service trends, recurring incidents, and failure patterns to identify root causes, recommend strategic improvements, and implement preventive measures that reduce incident volumes, improve operational efficiency, and achieve global service performance KPIs.
- Ensure accurate and comprehensive documentation of incidents, service requests, and resolutions within the ticketing platform, maintaining knowledge articles and documentation standards to improve service consistency, knowledge sharing, and future issue resolution.
- Identify opportunities to improve service desk processes, tools, and support workflows by evaluating current operations, implementing best practices, automating repetitive tasks, and driving continuous improvement initiatives that enhance service quality and customer satisfaction.
- Ensure the team provides advanced technical support, including basic SQL troubleshooting, query execution, data analysis, and support for business-critical production systems, while maintaining system availability and minimizing operational disruptions.
- Manage and coordinate escalations to second- and third-level support teams by facilitating communication between internal technical teams, vendors, and stakeholders, ensuring timely issue resolution and minimizing business impact for critical incidents.
- Provide on-site leadership and technical support for high-priority operational issues by coordinating cross-functional response efforts, restoring services as quickly as possible, and ensuring effective communication throughout the incident management process.
- Develop and deliver technical training, coaching, and knowledge-sharing programs to enhance team capabilities, foster a culture of service excellence, promote continuous learning, and ensure adherence to established service management processes and best practices.
- Serve as the primary incident manager during major incidents by leading incident response activities, coordinating technical teams, providing timely executive and stakeholder communications, conducting post-incident reviews, and driving corrective actions to prevent recurrence.
Education:- Bachelor's degree in computer science, Information Technology, Computer Engineering, or a related technical field.
Experience:- Minimum of 3 years of experience in technical support in Manufacturing areas.
- Experience with ticketing platforms and Basic programming training.
- Experience with monitoring tools, incident management systems, and remote support platforms,
