Incident manager

(SME) Banking Troubleshooting, installation and debugging of all Diebold Nixdorf Software products and services. Jira Service NOW (ITOM) Analysis of data to deliver real-time information about the health of business services. LOGS analysis and monitoring processes to prevent any type of issues and translate technical information for solutions. Organization of daily and weekly meetings in order to identify areas of opportunity to provide a proper service and operation to the project. (REPORTS AND DASHBOARDS) (ITSM) Service catalog management Creation of workflows and requirements for catalog items Request fulfillment Supporting developers building out catalog items QA activities for defined catalog services (TESTING) Part of my job as SME was to identify, diagnose and rectify any problems in hardware, software, services and applications of computers and ATMs. Monitoring according to the ITIL cycle of the service now platform · Effective collaboration with multidisciplinary teams, Research and Development groups to identify the root cause of hardware and software issues. · Collaboration with development teams to create and integrate high availability solutions for user interfaces.