Key Responsibilities Lead and support Incident and Problem Management processes with a solid 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 setting
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

Disclaimer : This job posting has been aggregated from external source. Role detailscontentand availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Incident And Problem Management Lead Mumbai
🏢 Crisil
📍 Mumbai