Job Description
Job Description:
Project Description:We are looking for a skilled and proactive Incident & Problem Management Specialist to lead and coordinate the response to critical IT incidents and to drive root cause analysis and resolution of recurring problems. This role ensures minimal disruption to business operations by managing the end-to-end lifecycle of incidents and problems, ensuring timely resolution, continuous improvement, and adherence to ITIL best practices.Responsibilities:• Coordinate the resolution of high-impact incidents, ensuring timely communication and escalation.
• Lead problem management efforts by identifying root causes and implementing long-term fixes (RCAs).
• Ensure accurate documentation of incidents and problems in ITSM tools (e.g., ServiceNow).
• Analyze incident trends, identify gaps, and recommend process improvements.
• Facilitate post-incident reviews and drive preventive measures to avoid future recurren...
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