Incident and Problem Management Support

About the role

Incidents & Problem Management - 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 1. Product Backlog Management & Execution - Manages the product backlog & translates business requirements into functional and system requirements for IT solutions - Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment - Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements - Acts as a subject matter expert in business processes and supporting IT solutions - Collaborates and influences multiple stakeholders (business, IT teams, third party vendors, Group IT) throughout the product lifecycle Project Management 1. Project Planning & Execution - Ability to manage small to medium-sized projects, can be related to deployments or problem remediation. 2. Stakeholder Engagement - Strong communication and coordination across technical teams, vendors, and business units. 3. Financial Reporting & Forecasting - Generates cost summaries and budget utilization reports for management. - Supports budgeting for deployment activities and problem resolution initiatives.

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Company Intel

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