Major Incident and Problem Management

Job Description

69 years of experience in IT Service Management (ITSM), with a strong focus on incident and problem management. ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred). Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management. Strong analytical and troubleshooting skills. Excellent communication and stakeholder management abilities. Ability to work in a high-pressure, 24x7 support environment (if applicable). Primary Skills Incident Management: Lead the end-to-end incident management process, ensuring timely resolution and communication. Coordinate with technical teams to restore normal service operations as quickly as possible. Problem Management: Identify and analyze root causes of recurring incidents. Drive the creation and implementation of permanent solutions to prevent incident recurrence. Secondary Skills Experience in managing major incidents and crisis communication. Familiarity with DevOps or Agile environments. Exposure to automation and AI/ML in ITSM processes.