Incident & Problem Management Specialist

Company Overview

Company information is not provided.

Job Summary

The Incident & Problem Management Specialist plays a critical role in ensuring that incidents are managed effectively using the ITIL framework and best practices. This position aims to minimize disruption to IT services, ensuring optimal recovery and continuity for end-users while maintaining strong communication with stakeholders.

Responsibilities

• Implement and manage Incident Management processes based on the ITIL framework to ensure timely resolution of service interruptions.
• Conduct Root Cause Analysis (RCA) to identify underlying issues and prevent future incidents.
• Oversee escalation management and maintain effective communication with stakeholders during incident resolution.
• Collaborate with cross-functional teams to drive continuous improvement initiatives for service management practices.
• Maintain documentation related to incidents, problems, and resolutions as per best practices.
• Ensure compliance with the established service management policies and procedures.

Qualifications

• 8+ years of relevant experience in Incident and Problem Management.
• Deep understanding of the ITIL framework and service management best practices.
• Strong analytical and problem-solving skills, particularly in conducting Root Cause Analysis (RCA).
• Excellent communication and interpersonal skills for effective stakeholder engagement.
• Experienced in escalation management and handling high-pressure situations.
• Bachelor's degree in a relevant field (Computer Science, Information Technology, or similar) is preferred.

Preferred Skills

• Certifications in ITIL (v3 or v4) or related service management frameworks.
• Familiarity with service management tools (e.g., ServiceNow, Jira).
• Experience in fostering team collaboration and engagement.

Experience

A minimum of 8 years of experience in Incident and Problem Management roles is required.

Environment

This position is located in Gurugram and requires presence in the office.

Salary

Salary information is not provided.

Growth Opportunities

Opportunities for career advancement within the company are not specified.

Benefits

Benefits and perks offered by the company are not specified.