Incident and Problem Management

You are a skilled Incident & Problem Management professional who will play a crucial role in supporting IT operations and ensuring service stability. Your responsibilities will include managing incidents, coordinating major incident responses, conducting root cause analysis, and driving continuous service improvement initiatives. Key Responsibilities: - Manage the end-to-end incident lifecycle to ensure timely resolution. - Coordinate Major Incident Management (MIM) activities and lead bridge calls during critical outages. - Monitor incident queues and ensure compliance with SLAs. - Conduct Root Cause Analysis (RCA) and prepare post-incident reports. - Identify recurring issues and drive problem management activities. - Maintain and update the Known Error Database (KEDB). - Collaborate with various teams to resolve incidents and problems. - Track corrective and preventive actions to completion. - Prepare incident and problem management reports, dashboards, and metrics. - Participate in change management reviews and assess service impacts. - Drive continuous improvement initiatives aligned with ITIL best practices. Required Skills: - Robust experience in Incident Management and Problem Management. - Hands-on experience with ITIL processes and frameworks. - Proficiency in conducting Root Cause Analysis (RCA). - Knowledge of SLA management and service operations. - Familiarity with ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, or similar. - Strong troubleshooting and analytical skills. - Excellent verbal and written communication abilities. - Ability to thrive in a fast-paced production support environment. Preferred Qualifications: - ITIL certification. - Experience managing Major Incidents in enterprise environments. - Proficiency in reporting, metrics, and service improvement initiatives. - Knowledge of Change Management and Release Management processes. You are a skilled Incident & Problem Management professional who will play a crucial role in supporting IT operations and ensuring service stability. Your responsibilities will include managing incidents, coordinating major incident responses, conducting root cause analysis, and driving continuous service improvement initiatives. Key Responsibilities: - Manage the end-to-end incident lifecycle to ensure timely resolution. - Coordinate Major Incident Management (MIM) activities and lead bridge calls during critical outages. - Monitor incident queues and ensure compliance with SLAs. - Conduct Root Cause Analysis (RCA) and prepare post-incident reports. - Identify recurring issues and drive problem management activities. - Maintain and update the Known Error Database (KEDB). - Collaborate with various teams to resolve incidents and problems. - Track corrective and preventive actions to completion. - Prepare incident and problem management reports, dashboards, and metrics. - Participate in change management reviews and assess service impacts. - Drive continuous improvement initiatives aligned with ITIL best practices. Required Skills: - Robust experience in Incident Management and Problem Management. - Hands-on experience with ITIL processes and frameworks. - Proficiency in conducting Root Cause Analysis (RCA). - Knowledge of SLA management and service operations. - Familiarity with ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, or similar. - Strong troubleshooting and analytical skills. - Excellent verbal and written communication abilities. - Ability to thrive in a fast-paced production support environment. Preferred Qualifications: - ITIL certification. - Experience managing Major Incidents in enterprise environments. - Proficiency in reporting, metrics, and service improvement initiatives. - Knowledge of Change Management and Release Management processes.