Staff Engineer (IT Service Management)

Sense the power of light The ams OSRAM Group is a global leader in innovative light and sensor solutions. With more than 110 years of industry experience, we combine engineering excellence and global manufacturing with a passion for cutting-edge innovation enabling transformative advancements in the automotive, industrial, medical, and consumer industries. “Sense the power of light” – our success is based on the deep understanding of the potential of light and distinct portfolio of emitter and sensor technologies. Around 19,700 employees worldwide drive innovations alongside societal megatrends. Find out more about us on <https://ams-osram.com> The ams OSRAM Opto Semiconductors business offers high-performance opto semiconductor components and in-depth support for state-of-the-art system solutions based on innovative semiconductor light sources. The Business Unit can look back on almost fifty years of production and development expertise. Your new responsibilities Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls. Experience with industry-leading ITSM platforms, any one: ServiceNow / BMC Remedy / ManageEngine / Jira Service Management. Excellent verbal and written communication skills. Strong stakeholder management and negotiation capabilities. Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions. Strong facilitation, presentation, and influencing skills. Ability to work independently while managing multiple priorities in a dynamic environment. Understands SLAs, OLAs, and KPIs; monitor service performance and drive continuous improvement. Support vendor and contract governance. Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction. Participate and Conduct awareness sessions on IT governance and service management best practices. Knowledge in Facilitating CAB (Change Advisory Board) processes and ensure robust change control. Ability to Manage major incidents and lead root cause analysis. Drive regular service reviews and audits. IT service optimization, automation and lead adoption of best practices. What we look for Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline. Minimum 5 years of hands-on experience in IT Service Management (ITSM). Demonstrated expertise in one or more of the following disciplines: Incident Management Problem Management Change Management Request Management Service Catalog Management Configuration Management Knowledge Management Service Desk Operations Please contact Ronald Heon Lon Yip for further information via <[email hidden]> or +60 (4) 3053363 .