Job Summary:

Job Summary:

The IPC L2 role is responsible for managing and coordinating the Incident, Problem, and Change management processes in a rapid-paced IT environment. This position ensures that incidents are efficiently addressed, recurring problems are resolved, and changes to the IT environment are properly planned, tested, and executed to minimize risk. The IPC L2 will work collaboratively with various teams to maintain service continuity, improve service delivery, and ensure compliance with best practices, including ITIL processes.

Key Responsibilities:

- Incident Management:

- Act as the point of escalation for complex or high-priority incidents.
- Ensure incidents are promptly logged, classified, and prioritized in the service management system.
- Coordinate incident resolution by liaising with technical teams and stakeholders.
- Monitor incident progress, ensuring that service levels are met, and communicate updates to business users.
- Identify trends in incidents and escalate recurring issues for further investigation.
- Facilitate root cause analysis for critical incidents and contribute to post-incident reviews.

- Problem Management:

- Analyze recurring incidents to identify root causes and trends.
- Create and maintain problem records in the service management system.
- Collaborate with technical teams to investigate and resolve underlying problems, driving root cause analysis (RCA).
- Ensure that workarounds and permanent solutions are implemented to eliminate problems.
- Assist in managing known error databases and preventive measures to reduce incident recurrence.
- Ensure proper closure of problem records, including documentation of corrective actions.

- Change Management:

- Coordinate and manage the change management process,



ensuring that all changes are assessed, approved, and implemented with minimal risk to services.
- Review and assess change requests to ensure proper documentation, risk assessment, and impact analysis are performed.
- Facilitate Change Advisory Board (CAB) meetings, including the preparation and presentation of changes.
- Monitor the status of ongoing changes, ensuring that all steps are followed and compliance with change management policies.
- Provide guidance and support to teams executing changes to ensure that changes are implemented without service disruption.
- Track and document all change activities to ensure transparency and accountability.
- Manage emergency changes and ensure that they are executed following established protocols.

- Coordination & Communication:

- Maintain effective communication with technical teams, business users, and vendors during incident, problem, and change activities.
- Act as the point of contact for incident, problem, and change-related inquiries.
- Provide timely and accurate status updates to stakeholders, ensuring alignment with service level agreements (SLAs).
- Ensure that all stakeholders are informed of major incidents, problems, or changes affecting services.

- Process Improvement & Documentation:

- Identify opportunities for continuous improvement across Incident, Problem, and Change management processes.




- Contribute to the development and refinement of standard operating procedures (SOPs) to enhance operational efficiency.
- Ensure accurate documentation of incidents, problems, changes, and resolutions for auditing and future reference.
- Produce regular reports on incident, problem, and change activities for management review.

- Compliance and Quality Control:

- Ensure compliance with internal policies, ITIL best practices, and relevant regulatory requirements in incident, problem, and change management processes.
- Support audits and reviews of service management processes.

Qualifications:

- Proven experience in Incident, Problem, and Change Management (preferably in an L2 or equivalent support role).
- In-depth understanding of ITIL framework, particularly for Incident, Problem, and Change Management.
- Proficiency in using IT service management tools (e.g., ServiceNow, Jira, Remedy).
- Strong organizational and multitasking skills with the ability to handle high-pressure situations.
- Excellent written and verbal communication skills.
- Analytical skills for problem identification and troubleshooting.
- Ability to collaborate effectively with both technical and non-technical teams.
- ITIL Foundation certification (or equivalent) is strongly preferred.
- Strong understanding of risk management and the ability to prioritize work effectively.

Preferred Skills:

- Familiarity with Service Management platforms (e.g., ServiceNow, BMC Remedy).
- Experience with root cause analysis (RCA) techniques and corrective action implementation.
- Understanding of IT security policies and their impact on change management.
- Previous experience in a large enterprise IT environment.

📌 IPC (India)
🏢 Talent Vision Services
📍 India