ITSM Analyst – L2 (Incident, Change &

- Problem Management)

Experience: 3 to 6 years

Location: Nagpur, India

Skills: ITIL, Incident Management, Change Management, Problem Management, ServiceNow, Remedy, Jira, analytical skills, root cause analysis, stakeholder management

Job Summary

: ITSM Analyst (L2) – Incident / Change / Problem Management

Department: IT Service Management

Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management.

Key Responsibilities

Incident Management

- Handle L2 escalations and ensure timely resolution of incidents within SLA.
- Perform incident analysis, troubleshooting, and provide workarounds/resolution.
- Participate in major incident bridges and provide regular updates.
- Ensure proper ticket documentation, status updates, and closure.

Problem Management

- Identify recurring incidents and log problem records.
- Support root cause analysis (RCA) and collaborate with L3 teams.
- Analyze incident trends to proactively identify problems.
- Track problem tickets until closure and ensure permanent fixes.

Change Management

- Raise and manage change requests for incident fixes and improvements.
- Prepare implementation plans and coordinate approvals through CAB.
- Participate in change implementation and validation activities.
- Ensure compliance with change policies and minimize risk impacts.

Cross-functional Responsibilities:

- Execute ITIL processes (Incident, Problem, Change) effectively.
- Ensure adherence to SLAs, KPIs, and operational processes.




- Collaborate with global teams and vendors for issue resolution.
- Maintain documentation and knowledge base updates.
- Participate in shift handovers and global operations support.

Skills &

- Qualifications:
- Strong understanding of ITIL processes (Incident, Change, Problem Management).
- Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.).
- Good troubleshooting and analytical skills.
- Knowledge of root cause analysis techniques.
- Strong communication and stakeholder management skills.
- Ability to work in 24/7 global support environment.

Key Competencies

- Incident Handling &
- Escalation Management
- Problem Analysis &
- RCA Support
- Change Coordination
- SLA &
- KPI Compliance
- Continuous Service Improvement

Key Responsibilities

: ITSM Analyst (L2) – Incident / Change / Problem Management

Department: IT Service Management

Experience: 3–6 years

Role Summary: Responsible for executing ITIL-aligned Incident, Change, and Problem Management processes. The role focuses on incident resolution, root cause analysis support, change coordination, and ensuring service stability through proactive and reactive management.

Key Responsibilities

Incident Management

- Handle L2 escalations and ensure timely resolution of incidents within SLA.
- Perform incident analysis, troubleshooting,



and provide workarounds/resolution.
- Participate in major incident bridges and provide regular updates.
- Ensure proper ticket documentation, status updates, and closure.

Problem Management

- Identify recurring incidents and log problem records.
- Support root cause analysis (RCA) and collaborate with L3 teams.
- Analyze incident trends to proactively identify problems.
- Track problem tickets until closure and ensure permanent fixes.

Change Management

- Raise and manage change requests for incident fixes and improvements.
- Prepare implementation plans and coordinate approvals through CAB.
- Participate in change implementation and validation activities.
- Ensure compliance with change policies and minimize risk impacts.

Cross-functional Responsibilities:

- Execute ITIL processes (Incident, Problem, Change) effectively.
- Ensure adherence to SLAs, KPIs, and operational processes.
- Collaborate with global teams and vendors for issue resolution.
- Maintain documentation and knowledge base updates.
- Participate in shift handovers and global operations support.

Skills &

- Qualifications:
- Strong understanding of ITIL processes (Incident, Change, Problem Management).
- Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.).
- Positive troubleshooting and analytical skills.
- Knowledge of root cause analysis techniques.
- Strong communication and stakeholder management skills.
- Ability to work in 24/7 global support environment.

Key Competencies

- Incident Handling &
- Escalation Management
- Problem Analysis &
- RCA Support
- Change Coordination
- SLA &
- KPI Compliance
- Continuous Service Improvement

📌 ITSM Analyst –(Incident, Change & Problem Management) (India)
🏢 HCL Technologies
📍 India