System Engineer

INTRODUCTIONATOM is a leading end-to-end, integrated insurance operating system built on the latest technology stack. ATOM enables MGAs, Brokers and Insurers to automate the entire life cycle of the insurance process incorporating not only insurance underwriting and claims handling but also all associated support and corporate activities.Based in one of the most innovative areas of Dubai, the DIFC Innovation Hub, a dynamic group of more than 40 passionate and dedicated insurance and software professionals are on a mission to take the specialty insurance industry to the next level.ROLE SUMMARYThis role is the internal owner for IT Service Management (ITSM) and Service Desk operations and implementation, with hands-on L1/L2 support responsibilities. The role focuses on service experience, reporting, SLA governance, knowledge management, CMDB process ownership, and service catalogue administration.Deliver high-quality end-user support and lead the implementation, operation, reporting, and continual improvement of the ITSM Service Desk, including workflow design, automation, reporting/CSAT, and MSP onboarding and SLA compliance monitoring.RESPONSIBILITIESA) Service Desk Implementation & Continued Improvement (Deliverable)Implement and maintain the ITSM Service Desk operating model and platform configuration end-to-end (modules, workflows, forms, SLAs/OLAs, routing rules, categories, and automation).Maintain a continual improvement backlog (process pain points, automation opportunities, service quality improvements) and drive improvements through to completion.Ensure service desk practices remain consistent as the organisation scales (standardisation and repeatable delivery).B) ITSM & Service Desk OperationOperate the self-service portal and ensure service request patterns are standardised and easy to use.Integrate and maintain Problem and Change processes, including Major Incident handling enablement.Ensure ticket quality: correct categorisation, priority, CI selection, clear communications, and closure notes.C) Reporting & Metrics (Deliverable)Establish and maintain operational reporting packs and dashboards (SLA compliance, backlog, ticket quality, trends, and CSAT where used).Produce regular reports for management review and continuous improvement (monthly summary; weekly exceptions/breaches where required).Use reporting to identify recurring issues, route root-cause analysis, and reduce ticket volume over time.D) MSP Onboarding & SLA GovernanceSupport MSP onboarding: process mapping, catalogue items, access enablement, documentation handover.Monitor SLA compliance: dashboards, breach alerts, root-cause trend reviews, and continuous improvement actions.Coordinate operational handovers and ensure consistent ticket ownership and closure quality when MSP is engaged.E) Incident Management, DR/BC Support & CommunicationsOwn the Incident Management process and act as the Major Incident Manager/facilitator during crises.Run stakeholder communications cadence, status updates, and incident notifications; coordinate MSP actions.Ensure BCP activation workflows and contact/on-call rosters are maintained in FreshService; schedule PIR logistics.Create and maintain communications templates and checklists linked to services/CIs in the CMDB.F) Knowledge Management & AutomationBuild and maintain the knowledge base (end-user and agent-facing) to reduce ticket volumes and improve first-contact resolution.Implement auto-assignment rules, request templates, and workflow automation; improve intake routing and reduce misrouted tickets.Maintain regular knowledge review cycles and ensure content stays current with platform/process changes.G) CMDB Process Ownership & Data QualityOwn the CMDB class dictionary and lifecycle states; define data quality rules.Enforce CI selection in tickets/changes and run monthly CMDB data quality reviews with published dashboards.Coordinate with technical owners to ensure key CIs/services and dependencies are represented for impact analysis and audit evidence.H) Standard Support Engineer Duties (L1/L2 Support)Provide L1/L2 incident and request handling with high communication quality, ensuring correct categorisation and routing in the ITSM tool.Provide Mac and iOS end-user support (device setup, troubleshooting, user guidance) as part of standard support coverage.Develop and maintain knowledge base (KB) articles and keep CMDB records updated as part of ticket resolution and continual improvement.Support major incident execution by assisting with war-room note-taking/timeline capture and ensuring actions are recorded and tracked to closure in ITSM.Execute end-user restoration activities (re-image/re-provision devices, access restoration validation) and ensure evidence is captured through ITSM workflows.G) Procurement & General Administration (Expanded & Detailed)Coordinate sourcing/RFQs, vendor engagement, and quote comparison to support procurement recommendations.Manage purchasing workflow end-to-end (CAF/approvals/PO), validate deliveries and invoices, and coordinate with Finance for payment processing.Maintain renewal tracking and a complete, auditable evidence repository (quotes/approvals/POs/invoices/vendor docs) aligned to asset/service records and Finance registers.KNOWLEDGE AND SKILLS5-10 years experience in a similar roleStrong experience designing complex SaaS platforms Strong ITSM and Service Desk management and/or implementation experience (Incident/Request/Problem/Change/Knowledge).Hands-on experience configuring and operating an ITSM platform.Mac and iOS support experience in an enterprise environment (device setup, troubleshooting, and user support).Demonstrated hands-on L1/L2 end-user support experience in a service desk environment, with strong communication and ticket hygiene.SLA reporting discipline: dashboards, breach monitoring, and continual service improvement actions.Experience implementing or operating CMDB/Asset processes, including data quality controls and lifecycle management.Strong documentation and process mapping skills (workflows, SOPs, runbooks, user-facing KB articles).Comfortable coordinating with external service providers (MSP) and ensuring handover quality and compliance.