We are seeking a highly skilled Support Engineer with 5 to 7 years of experience in ITIL processes, problem and incident management, and stakeholder coordination. The ideal candidate will be responsible for ensuring smooth IT service operations, managing SLAs, and leveraging tools like Jira and Power BI for reporting and analytics. Key Responsibilities: + Manage and resolve incidents efficiently, ensuring minimal business disruption. + Conduct root cause analysis for recurring issues and implement corrective actions. + Maintain proper documentation of incidents and problem resolutions. + Ensure adherence to SLA commitments and escalate breaches proactively. + Develop and maintain a knowledge base for quick issue resolution. + Configure and manage Jira workflows, dashboards, and reports. + Support users with Jira-related queries and enhancements. + Work closely with internal and external stakeholders to optimize service delivery. + Generate and analyze reports/KPIs using Power BI for continuous improvement. Requirements: + Strong expertise in ITIL Foundation (certification preferred). + Hands-on experience with Problem Management, Incident Management, SLA & Knowledge Management. + Proficiency in Jira Administration and Jira Development. + Ability to generate insights using Power BI. + Strong stakeholder management and communication skills. + Experience in reporting and KPI analysis to drive service improvements. Educational Qualifications: + Bachelor’s degree in Computer Science, Information Technology, or a related field. + ITIL Foundation Certification (preferred). + Experience with IT service management tools like Jira, ServiceNow, or similar platforms.