ITIL Incident Management/IT Ops Analyst

• 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

• 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

• 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

• 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

• 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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