Senior Associate Consultant
Core
Incident and problem coordinator responsible for logging incidents, analyzing trends, leading root cause analysis, and managing post-incident reviews to reduce recurrence.
Role type
Senior Associate Consultant (Incident & Problem Management)
Builds
Incident management workflows, problem resolution strategies, and knowledge base articles for technical teams.
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, Problem management, Root cause analysis, SLA/KPI management, ServiceNow, ITIL frameworks, CMDB/CI principles, Data analysis, Stakeholder communication
Preferred skills
Agile processes, Cloud infrastructure, Networking, Middleware, Databases, Virtual infrastructure, Technical support coordination
Technologies
ServiceNow, ITIL v3/v4, CMDB
Responsibilities
Log incidents and capture data for historical reporting; Own investigations into Major Incidents and create Post Incident Reviews; Lead root cause analysis and direct remediation tasks; Update backlog of problems and known errors; Identify trends in repetitive incidents; Coordinate communication and escalation during Disaster Recovery and P1/P2 incidents; Create knowledge articles with repeatable procedures.
Seniority
Senior, hands-on IC
