Incident and Problem Management Support
Core
A hybrid role combining ITIL-based Incident & Problem Management with Product and Project Management execution for IT solutions.
Role type
Incident & Problem Management Support / Product Manager / Project Manager
Builds
IT solutions, product features, and deployment initiatives
Domain
IT Service Management (ITIL) / Enterprise IT / Product Development
Required skills
ITIL processes (Incident, Problem, Change Management), Root Cause Analysis, Deployment coordination, SLA adherence, ITSM tools (ServiceNow), Product backlog management, Stakeholder engagement, Project planning, Financial reporting
Preferred skills
Version control, Risk assessment, Budget utilization analysis
Technologies
ServiceNow
Responsibilities
Analyze incidents and identify patterns to assist in problem resolution; Manage product backlog and translate business requirements into functional/system requirements; Lead delivery execution through SIT, UAT, and ORT; Manage small to medium-sized projects related to deployments or problem remediation; Generate cost summaries and budget utilization reports for management.
Seniority
Mid-level, hands-on IC
