Noida, Uttar Pradesh
Job Summary
6–7 years in IT Service Management (ITSM), with strong exposure to Incident & Problem Management
The Incident & Problem Manager is responsible for managing the end-to-end lifecycle of incidents and problems to ensure minimal service disruption, faster restoration, and permanent resolution through root cause elimination.
Incident Management
Manage end-to-end incident lifecycle (logging, categorization, prioritization, resolution, closure)
Drive Major Incident Management (P1/P2), including bridge calls and escalations
Coordinate with cross-functional teams (infrastructure, applications, vendors)
Ensure SLA adherence for incident resolution
Provide regular communication to stakeholders during incidents
Conduct Post Incident Reviews (PIR) and document learnings
Key Responsibilities
Problem Management
Own end-to-end Problem Management lifecycle (detection RCA closure)
Perform Root Cause Analysis (RCA) for major and recurring incidents
Identify incident trends, recurring issues, and known errors
Drive corrective and preventive actions (CAPA)
Maintain problem records, knowledge base, and workarounds
Lead problem review meetings and governance calls
Process & Governance
Define and improve ITIL-based Incident & Problem Management processes
Ensure process compliance, audit readiness, and governance standards
Monitor and report KPIs (MTTR, SLA compliance, repeat incidents, RCA timelines)
Drive continuous service improvement and automation initiatives
Collaborate with Change Management to prevent recurring incident
Skill Requirements
Stakeholder & Team Management
Act as primary point of contact during major incidents
Manage communication with clients and leadership stakeholders
Coordinate with vendors and internal teams for resolution and RCA
Mentor support teams (L2/L3) on best practices
Core Skills
Strong understanding of ITIL processes (Incident, Problem, Change Management)
Hands-on experience with ServiceNow or any ITSM tool
Experience in Major Incident Management and escalation handling
Strong RCA techniques (e.g., 5-Why, Fishbone, KT)
Experience in SLA/KPI monitoring and reporting
Other Requirements
Soft Skills
Excellent communication and stakeholder management
Strong analytical and problem-solving ability
Ability to work in high-pressure situations
Leadership and coordination skills
Qualifications
Bachelor’s Degree in IT/Engineering or related field
ITIL Certification (preferred)
ServiceNow Certification (good to have)
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
