System Engineer

INTRODUCTION

ATOM 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 SUMMARY

This 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.

RESPONSIBILITIES

A) 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 Operation

• Operate 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 Governance

• Support 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 & Communications

• Own 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 & Automation

• Build 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 platf