IT Infrastructure Governance Engineer

Responsibilities

1. Performance Management & KPI Reporting

• Formulate, track, and prepare comprehensive KPIs related to Incidents, Service Requests, Changes, Problems, and Major Incidents across all technology projects.

• Compile and track Service Level Agreement (SLA) violations, gathering detailed justifications and root causes for any trend deviations or missed targets.

• Design and deliver high-impact monthly IT Governance presentations for leadership, translating established KPIs and operational data into clear, strategic analysis.

2. Cross-Functional Coordination & Governance

• Partner directly with domain-specific Service Delivery Managers and Coordinators (e.g., Security, Smart Office, Infrastructure, Cloud) to review performance metrics.

• Lead analysis sessions to investigate discrepancies in KPI trends and ensure corrective actions are identified and assigned.

3. Service Catalog Management

• Act as the safeguard of Service Levels from our IT Service Catalog.

• Identify requirements for adding, modifying, or retiring services, and coordinate closely with the internal JIRA Administration team to ensure these changes are accurately mapped and reflected in the JIRA ticketing tool.

4. Problem & Major Incident Governance

• Drive Problem Management governance by ensuring that every Major Incident (P1/P2) is formally documented, investigated, and accompanied by a thorough Root Cause Analysis (RCA).

• Track the lifecycle of Problem tickets to ensure preventive measures are implemented by the respective technical teams.

5. Continuous Service Improvement (CSI) & Automation

• Proactively audit routine governance, operational, and reporting tasks to identify inefficiencies.

• Highlight and recommend automation use cases to streamline IT workflows, reduce manual toil, and improve data accuracy.