This role combines responsibilities across Incident Management, Problem Management, and Change Management within an ITIL-based service management framework. The resource ensures service stability, drives root cause elimination, and governs controlled IT changes while maintaining SLA compliance and minimizing business impact.
Key Responsibilities
Incident Management: - Lead major incident management (MIM) calls and restoration activities - Ensure SLA adherence and proper incident prioritization - Coordinate with resolver teams for quick resolution - Provide executive-level communication during outages Problem Management: - Perform root cause analysis (RCA) for recurring incidents - Track and manage problem records in ServiceNow - Identify trends and implement preventive actions - Maintain Known Error Database (KEDB) Change Management:
- Govern change lifecycle (standard, normal, emergency) - Conduct CAB meetings and approvals - Assess risk/impact of changes - Ensure change success rate and compliance
Skill Requirements
Strong ITIL knowledge (Incident, Problem, Change) - Experience with ServiceNow or similar ITSM tools - Valuable stakeholder communication - Analytical and problem-solving skills - Ability to handle high-priority incidents