IT Service Management Engineer – CSI Focus

About the role

We are looking for an IT Service Management Engineer with a focus on Continual Service Improvement (CSI) to join our Global Capability Delivery centre in Mauritius. You will drive the digitisation and optimisation of technology services across the EMEA region, using data, automation and modern tooling to evolve services rather than just support them.

Key responsibilities

• Own end‑to‑end application support for core estates (Paladign, Sylvan, TLM Aurora, Bloomberg) across UKI, Channel Islands and wider EMEA.
• Identify service inefficiencies, legacy dependencies and manual processes, and redesign operating models to improve reliability and reduce exposure.
• Lead the transition from legacy approaches by embedding SharePoint Online, Microsoft Power Apps and Power Automate for workflow automation and self‑service solutions.
• Manage incidents, vendor interactions and environment maintenance (production, UAT, DR), acting as the technical liaison between business stakeholders and global technology teams.
• Deliver application changes and enhancements within an ITIL/ISO 20000 CSI framework, ensuring measurable and sustainable improvements.

Required profile

• Strong analytical mindset with experience in diagnosing complex application issues and performing root‑cause analysis.
• Proven ability to work with third‑party vendors and coordinate high‑priority incident resolution.
• Experience in a global, multi‑jurisdictional environment, preferably within financial or investor services.

Required skills

• Paladign
• Sylvan
• TLM Aurora
• Bloomberg
• SharePoint Online
• Microsoft Power Apps
• Power Automate
• ITIL
• ISO 20000