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Job Description
Structured overview of role & requirementsAbout This Role
Own the end-to-end problem management lifecycle including identification, RCA, resolution, and closure across software and infrastructure layers.
Drive root cause analysis on recurring or critical incidents using structured methods and produce actionable reports with remediation plans.
Monitor incident trends to detect systemic risks and proactively initiate problem records; ensure adherence to ITIL processes and improve governance documentation.
Minimum Requirements
5–10+ years of experience in Incident / Problem Management and Production/Application Support in complex, global, multi-team 24/7 operations.
Strong technical knowledge of distributed systems, enterprise applications, cloud environments (Azure), SQL databases, APIs and log analysis tools (Splunk, ELK, Dynatrace, AppDynamics).
Proven experience handling major incidents and implementing RCA best practices within ITIL frameworks.
Experience working with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
Ideal Candidate Profile
Experienced in managing problem lifecycle with strong accountability for driving permanent fixes and improving system resilience in high-pressure environments.
Skilled at cross-functional collaboration and stakeholder communication translating technical findings into business-understandable language.
Operates effectively within ITIL governance structures and leads organizational maturity by mentoring junior analysts and driving process improvements.