Key Responsibilities • Lead and support Incident and Problem Management processes with a strong focus on root cause analysis and long-term resolution. • Identify and implement opportunities to automate manual workflows using scripting and AI tools. • Collaborate with cross-functional teams to optimize service processes and improve operational efficiency. • Develop and maintain trend analysis reports and interactive dashboards to monitor service health and identify recurring issues. • Document and communicate Root Cause Analyses (RCAs) and drive continuous improvement initiatives. Required Qualifications & Technical Skills • Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience). • 2–3 years of hands-on experience in Incident and Problem Management within a technical environment. • Proficiency in Python scripting and working knowledge of Java. • Robust experience with ServiceNow, including scripting, integrations,



and interest in AI/ML capabilities. • Solid understanding of AWS or other cloud-based platforms. • Familiarity with log monitoring tools such as Splunk. • Experience in process design and documentation. • Working knowledge of Agile methodologies; experience with Azure DevOps (ADO) is a plus. • Understanding of ITIL frameworks and best practices. Preferred Attributes • Excellent written and verbal communication skills. • Confident in leading discussions across global, cross-functional teams. • Strong analytical thinking, problem-solving, and decision-making abilities. • Familiarity with ServiceNow AIOps and its application in proactive incident detection. • Experience with Power BI, Power Automate, or other business intelligence tools is a plus.

📌 Incident and Problem Management Lead (Mumbai)
🏢 Crisil
📍 Mumbai