Purpose & Overall Relevance for the Organization

The role aims to support and continuously optimize IT Operations by combining Service Management practices with foundational software development skills.

This position will contribute to the stability and efficiency of services by not only executing core Service Management activities but also developing lightweight solutions (e.g., scripts, automations, monitoring enhancements, and temporary workarounds) that improve operational performance, reduce manual effort, and accelerate incident resolution.

Key Responsibilities

Service Management
- Support and apply Service Management best practices (e.g., ITIL, Agile), adapting them to operational needs.
- Participate in key processes such as Monitoring & Event Management, Incident Management, Problem Management, Service Request Management, and Change Management.
- Assist in the identification of recurring issues and contribute to defining preventive and corrective actions.
- Collaborate in service monitoring activities, helping improve visibility and early detection of incidents.




- Contribute to documentation and knowledge management to enhance operational efficiency.

Operational Automation & Monitoring
- Develop simple scripts or tools to automate repetitive operational tasks.
- Support the implementation and enhancement of monitoring solutions (alerts, dashboards, log analysis).
- Create temporary technical workarounds to mitigate service impacts while permanent fixes are developed.
- Identify opportunities for optimization in service operations and propose lightweight technical solutions.

Software Design
- Creates and documents basic designs for simple tools, scripts, or components using agreed standards and guidelines.
- Contributes to the design of small enhancements that improve operational processes.
- Reviews own work for quality and consistency.

Programming / Software Development
- Designs, codes, tests, and maintains simple scripts or small applications focu

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