We are looking for a skilled and proactive Incident & Problem Management Specialist to lead and coordinate the response to critical IT incidents and drive root cause analysis and resolution of recurring problems. This role ensures minimal disruption to business operations by managing the end-to-end lifecycle of incidents and problems, ensuring timely resolution, continuous improvement, and adherence to ITIL best practices.
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Responsibilities:
- Coordinate the resolution of high-impact incidents, ensuring timely communication and escalation.
- Lead problem management efforts by identifying root causes and implementing long-term fixes (RCAs).
- Ensure accurate documentation of incidents and problems in ITSM tools (e.g., ServiceNow).
- Analyze incident trends, identify gaps, and recommend process improvements.
- Facilitate post-incident reviews and drive preventive measures to avoid future recurrences.
- Collaborate with cross-functional teams (Infrastructure, Application, Network, etc.) to ensure swift resolution.
- Develop and maintain incident and problem management workflows and reporting dashboards.
- Communicate effectively with stakeholders during major incidents, including regular updates and final summaries.
- Ensure compliance with SLAs, KPIs, and ITIL/ITSM standards.
- Provide training and guidance to support teams on incident/problem procedures and best practices.
- Collaborate with the team to improve infrastructure efficiency and resolve technical challenges.
Mandatory Skills:
- Bachelor's degree in a relevant field or equivalent combination of education and experience.
- Typically, 5+ years of relevant work experience in the industry, with a minimum of 2 years in an Incident & Problem Management role.
- Strong knowledge of ITIL framework; ITIL v4 Foundation certification preferred.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Exceptional analytical and problem-solving skills.
- Ability to manage multiple high-pressure incidents and priorities simultaneously.
- Strong written and verbal communication skills, especially during high-stress scenarios.
- Ability to influence and coordinate across cross-functional teams.
Nice-to-Have Skills:
- Experience with automation or AI-based incident response tools.
- Knowledge of risk management and change management processes.
- ITIL certifications are a plus.
Languages:
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
