Analysis Skills, Automation, Computer Skills, Continuous Improvement, Corrective Action, Data Quality, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology & Information Systems, Knowledge Base, On Call, Operational Audit, Operational Improvement, Product Lifecycle, Reporting Dashboards, Root Cause Analysis, Service Level Agreement (SLA), ServiceNow, Trend Analysis
Location: Irvine, CA – 5 days onsite
Duration: 6 months
Job Description:
Problem Management Execution
Own the end-to-end Problem Management lifecycle in alignment with ITIL practices
Perform Root Cause Analysis (RCA) using structured methodologies (5 Whys, Fishbone, etc.)
Identify and track Known Errors and maintain the Known Error Database (KEDB)
Drive permanent fixes in collaboration with L2/L3 infrastructure and application teams
Incident & Major Incident Support
Support Major Incident Management (MIM) process during high-severity incidents
Participate in incident bridge calls, ensuring proper coordination and communication
Conduct Post-Incident Reviews (PIRs) and ensure actionable follow-ups
ServiceNow & Process Governance
Utilize ServiceNow for Problem, Incident, and Change tracking
Ensure data quality, categorization accuracy, and SLA adherence
Create dashboards and reports for trend analysis and recurring issue identification
Continuous Improvement & Operations Alignment
Identify recurring incidents and systemic issues impacting service stability
Partner with Infrastructure, Network, and Application teams to drive preventive actions
Recommend automation opportunities and operational improvements
Contribute to runbook and knowledge base enhancements
Required Qualifications
3–5 years of hands-on experience in Problem Management or Incident Management within IT Operations
ITIL certified
Strong working experience with ServiceNow (Problem Management or Major Incident modules)
Solid understanding of IT Infrastructure domains (Servers, Network, End-User Compute, Applications)
Experience conducting Root Cause Analysis and Post-Incident Reviews
Willingness to participate in 24×7 on-call rotation
Flexibility to support early morning / late evening operational needs
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