Senior Staff Engineer, Delivery ITIL

We're Nagarro.

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (17500 experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

REQUIREMENTS:

• Total experience 10+ years.
• Strong working experience in IT support projects (L1 & L2), with a minimum of 3 years in a service manager or lead role.
• Strong verbal and written communication skills; able to interact effectively with clients and technical teams.
• Proficiency in incident management, problem management, and service monitoring.
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.).
• Expertise in ITIL processes and frameworks.
• Strong analytical, reporting, and documentation skills.
• Experience with working on Jira and Confluence
• Hands on experience with any of the cloud platform (AWS/Azure/GCP).
• Ability to work in a fast-paced environment with a focus on service quality and improvement.
• Strong background in project management, consulting, cross -group collaboration skills and technical development background.

RESPONSIBILITIES:

• Ensuring client satisfaction above all else
• Showcasing a consulting mindset by acting as a solution provider rather than an order taker
• Identifying project/service stakeholders at an early stage and working with them to ensure that the deliverables are in sync with the benefits defined in the business case.
• Planning, organizing, and monitoring the project to deliver high quality business solutions.
• Defining the scope of the project/service, managing goals, risks, issues, and resources throughout the project lifecycle.
• Mentoring and managing team members, by giving constant on the job feedback, and by providing guidance
• Ensuring project quality of work meets defined governance, process standards and best practices.
• Reporting the status of all key metrics (eg: risk, scope, schedule, quality, customer satisfaction) from inception through closure
• Assisting the account management team in responding to new project requests
• Identifying opportunities in the current engagement to cross sell or up sell Nagarro's offerings.

Bachelor’s or master’s degree in computer science, Information Technology, or a related field.