Specialist Service Management Incident & Problem

Specialist Service Management Incident & Problem

Skilled and proactive ITIL Specialist to join our Global Service Management team, focusing on Incident and Problem Management. This role is critical in ensuring high-quality IT service delivery by minimizing disruptions and driving root cause analysis to prevent recurrence.

Key Accountabilities

Manage the end-to-end incident lifecycle to ensure timely resolution and minimal business impact for service delivery team.

Lead problem investigations, provide assurance for the completion of root cause analysis, and support corrective actions.

Facilitate post-incident and problem review meetings with cross-functional teams.

Monitor and report on incident and problem trends, KPIs, and contracted SLAs.

Design and maintain dashboards to visualize service performance, trends, and operational metrics in conjunction with the service delivery teams.

Collaborate with service owners, support teams, and vendors to improve service reliability.

Maintain and enhance incident and problem management processes in alignment with ITIL standards.

Support audits and compliance activities related to service management.

Provide on-call and after-hours support as part of a rotating schedule to ensure 24x7 coverage for critical incidents.

Categorize and analyze incident data to identify patterns, service impact, and improvement opportunities.

Drive Shift Left initiatives by identifying opportunities to move resolution closer to the end user through self-service, automation, and knowledge base enhancements.

Follow global standardized policies and processes with contribution to optimize regional differences.

Formal Education/ Working Experience

Bachelor's degree in IT, Computer Science, or related field.

3+ yrs of Help desk operations experience.

4+ yrs relevant experience in incident and problem management.

5+ yrs IT experience.

ServiceNow or Similar Tools – Experience with ITSM platforms like ServiceNow, BMC Remedy, or similar tool.

Experience in a multi-vendor or SIAM environment.

Familiarity with Agile or DevOps practices.

Required Personal/ Professional Skills

Process Improvement – Skilled in identifying inefficiencies and implementing improvements.

Communication Skills – Clear and effective communication with technical teams and stakeholders.

Team Collaboration & Facilitation – Ability to lead global meetings, coordinate cross-functional teams, and drive consensus within technical and business teams.

Reporting & Metrics – Proficiency in generating and interpreting service performance reports.

Crisis Management – Calm and structured approach during high-impact incidents.

Analytical Thinking – Strong ability to identify patterns and root causes.