IT Incident Problem Management

Job description

Position OverviewResponsible for ensuring the stability, availability, and reliability of business applications and IT services through effective incident and problem management processes. The role focuses on minimizing service disruptions, restoring normal operations within agreed service levels, and driving continuous improvement through proactive monitoring, root cause analysis, and collaboration with cross-functional teams. Key ResponsibilitiesDeliver L1 and L2 application support for critical business systems.Monitor, analyze, troubleshoot, and resolve incidents according to SLA requirements.Manage incident logging, categorization, prioritization, escalation, and closure through ITSM tools.Coordinate with internal stakeholders and external vendors to ensure timely issue resolution.Conduct Root Cause Analysis (RCA) and recommend preventive and corrective actions.Perform proactive system monitoring and health checks to maintain operational performance.Prepare technical documentation, incident reports, and operational records.Support change implementation, deployment activities, system testing, and post-release monitoring.Ensure compliance with IT governance, security policies, audit requirements, and operational standards.Contribute to continuous service improvement initiatives.Provide regular incident reporting and management updates.Participate in on-call support and after-hours troubleshooting when required. RequirementsEducationBachelor's Degree in Information Technology, Computer Science, Engineering, or related fields.Experience3–5 years of experience in Incident Management, Problem Management, Application Support, or IT Helpdesk roles.Experience working with ITIL-based processes and service management frameworks.SkillsStrong understanding of Incident Management, Problem Management, and IT Service Management (ITSM).Excellent troubleshooting and analytical skills.Experience conducting Root Cause Analysis (RCA).Strong communication skills in English, both written and spoken.Ability to work independently and collaboratively across teams.Customer-oriented mindset with strong stakeholder management skills.Proactive, adaptable, and solution-driven approach. Hiring Process2 interview stages