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
Job Description: 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
Job Description: 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.).
• 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 setting.

Key Competencies:
• Incident Handling & Escalation Management
• Problem Analysis & RCA Support
• Change Coordination
• SLA & KPI Compliance
• Continuous Service Improvement

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