Job Description

ITIL and Troubleshooting

  • ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.
  • Troubleshooting & Root Cause Analysis: Ability to analyze incidents, identify patterns, and assist in problem resolution.
  • Deployment & Release Coordination: Understanding of deployment processes & version control
  • Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary.
  • Clear Reporting: Prepares status updates and post-incident reports.
  • Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs.
  • Documentation Skills: Familiar with ITSM tools (e.g., ServiceNow).
  • Change Management Awareness: Understands risk assessment and approval workflows for deployments.

Product Management

  • Manages the product backlog & translates bus...

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