IT Service Management Engineer (Focussing on CSI)

Job Description

Company Description

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.  We employ a global workforce of 6,500+ people across 24 jurisdictions and have assets under administration (AUA) exceeding US$857 billion. We work with 13 of the world’s top-15 private equity firms.

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.

We’re driven by our Group purpose, to power people and possibilities.

Job Description

We are hiring a IT Service Management Engineer (Focussing on CSI) role within our Global Capability Delivery (GCD) centre in Mauritius to accelerate the digitisation and improvement of technology services across the EMEA region. This role is designed for someone focused on how services evolve, not just how they are supported, using data, automation, and modern tooling to drive ongoing improvement.

The CSI Engineer will take ownership of identifying service inefficiencies, legacy dependencies, and manual processes across core application estates supporting the UKI, Channel Islands, and wider EMEA business. Working with platforms such as Paladign, Sylvan, TLM Aurora, and Bloomberg, the role will assess current service performance and redesign operating models to improve reliability, reduce operational exposure, and simplify support through smarter digital solutions.

A key element of the role is to lead the transition away from legacy approaches by embedding modern digital capabilities using SharePoint Online, Microsoft Power Apps, and Power Automate. This includes automating workflows, improving service visibility, and enabling scalable, self‑service solutions that enhance both user experience and operational control. All improvements will be delivered through a structured ITIL / ISO 20000 Continual Service Improvement framework, ensuring changes are measurable, sustainable, and aligned to business outcomes.

What you’ll do

• You’ll own the end‑to‑end application support lifecycle across EMEA (with primary focus on UKI and the Channel Islands), delivering Level ²⁄₃ support, advanced diagnostics, root cause analysis, and permanent fixes for systems such as Paladign, Sylvan, TLM Aurora, and Bloomberg while ensuring maximum availability and performance.
• You’ll lead incident, vendor, and environment management by triaging high‑priority issues, coordinating with third‑party vendors, maintaining production/UAT/DR environments, and acting as the technical liaison between business stakeholders, global technology teams, and external partners.
• You’ll deliver application changes, enhancements, and projects in line with ISO 20000, including impact/risk assessment, testing (functional, regression, integration), release management, and full lifecycle execution from requirements gathering through deployment and post‑implementation review.
• You’ll drive digital transformation and automation using SharePoint Online, Power Apps, and Power Automate—designing workflows, modernising business processes, migrating legacy systems, and establishing governance, documentation, and user adoption practices.
• You’ll ensure strong IT service management and operational excellence by maintaining CMDB and documentation, executing SQL-based troubleshooting and reporting, performing proactive monitoring and health checks, supporting audits, and contributing to continual service improvement through trend analysis and performance reporting.

What we offer

• Comprehensive remuneration: Motivating financial packages based upon market rates for your role and is proportionate to your qualifications, level of experiences and skills profile
• Discretionary annual bonus scheme based on company and individual performance
• Auto–enrolment pension scheme with employer and employee contributions based on age bracket
• Comprehensive private medical insurance for employees and immediate family
• Annual leave: All our employees are entitled to 22 days paid leave.
• Enhanced maternity and paternity, including shared parental leave and adoption leave
• Flexible working: We recognise the value of working flexibly and is keen to ensure all employees enjoy an excellent work-life blend. As such, we are open to conversations with employees related to setting up flexible working arrangements

Qualifications

• You bring substantial experience in application support or IT operations, with proven ownership of business‑critical application portfolios within highly regulated industries such as financial services, asset management, or insurance.
• You have strong hands-on expertise in SharePoint Online administration, including solution design, governance, and migration from legacy platforms.
• You deliver business process automation using Power Apps and Power Automate, achieving measurable efficiency gains while applying ITIL or ISO 20000-aligned service management practices (incident, problem, change, and CSI).
• You effectively manage third-party vendor relationships, oversee escalations and contract compliance, and collaborate across globally distributed teams and EMEA time zones with autonomy and accountability.
• You contribute to or lead technology projects through full lifecycle delivery, communicate complex technical issues clearly to diverse stakeholders, and demonstrate a proactive, ownership-driven mindset with a passion for service excellence and continuous improvement.

Technical Skills

• Hands-on experience supporting business systems and comparable platforms in a regulated environment (highly desirable).
• Expert-level knowledge of SharePoint Online including site collections, hub sites, lists, libraries, metadata, content types, permissions models, and information architecture.
• Advanced proficiency in Microsoft Power Apps including canvas apps, model-driven apps, and integration with SharePoint, Dataverse, and external data sources.

Additional Information

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 6,500+ employees - from 94 nationalities, across 24 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success lead to our sustainability and success. We’re emotionally invested in our clients right from the beginning.