Sr. Technical Consultant - Cloud (problem Manager, Incident Management, ITIL, ITSM, Servicenow, Monitoring)

Technical Analyst

The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform. The role involves end-to-end ownership of incidents and problems, ensuring effective resolution, root cause identification, and permanent fixes to improve IT service availability and stability. The analyst will act as a bridge between technical teams, business stakeholders, TAM and IT leadership, driving process adherence and continuous improvement.

Our current technical environment:

• Microsoft Azure
• VMware ESXi

Key Responsibilities:

Problem Management:

• Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution.
• Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking.
• Leading bridge calls.
• Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs.
• Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures.
• Identify trends from incidents and proactively recommend improvements to reduce incident recurrence.
• Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs.
• Work with technical teams to define permanent fixes and track corrective/preventive actions.
• Maintain a problem knowledge base, ensuring known errors and workarounds are documented.
• Assist the team in generating reports, dashboards, and metrics.

Incident Management:

• Coordinate end-to-end incident lifecycle, ensuring SLAs are met.
• Facilitate incident bridges and engage relevant technical/functional teams.
• Perform impact analysis, assign severity, and ensure effective communication to stakeholders.
• Drive post-incident reviews (PIR) to capture learnings and prevent recurrence.
• Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs.
• Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams.
• Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals.

ServiceNow Platform:

• Exposure to ServiceNow to manage Incident & Problem workflows effectively.
• Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends.
• Ensure data quality, completeness, and process compliance in ServiceNow records.
• Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support).
• Monitoring and alerting platforms (e.g., Splunk, Dynatrace, AppDynamics).

What we are looking for:

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• 6–10 years of experience in IT Service Management, including a minimum of 3 years of hands-on expertise in ServiceNow Incident and Problem Management.
• ITIL v4 Foundation certification (Intermediate modules preferred).
• Proven exposure to governance, compliance, and audit requirements.
• Familiarity with cloud environments, DevOps methodologies, and agile change practices.
• Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions.
• Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools.
• Exceptional communication, facilitation, and stakeholder management skills.
• Demonstrated ability to multitask, prioritize effectively, and perform well under pressure.

Key Competencies:

• Customer-first mindset with strong ownership.
• Excellent communication and stakeholder management skills, both written and verbal.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Collaboration and influencing across teams.
• Process-oriented with focus on continual service improvement.
• Strong documentation and reporting abilities.
• Familiarity with enterprise monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent).
• Ability to work under pressure during major incidents and drive resolution within deadlines.
• Exposure to ServiceNow (SNOW) Problem & Incident Management modules is desirable.
• Proactive and detail-oriented approach with continuous improvement mindset.
• Familiarity with enterprise security, compliance, and risk management frameworks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.