Scope The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform The role involves end-to-end ownership of incidents and problems ensuring effective resolution root cause identification and permanent fixes to improve IT service availability and stability The analyst will act as a bridge between technical teams business stakeholders TAM and IT leadership driving process adherence and continuous improvement Our current technical workplace Microsoft Azure VMware ESXi What you ll do Problem Management Lead the end-to-end Problem Management process including problem detection logging categorization investigation and resolution Drive Root Cause Analysis RCA for major and recurring incidents ensuring clear documentation and action tracking Leading bridge calls Manage the lifecycle of Problem Ticket including prioritization assignment RCA meeting Tasks and communication and timely delivery of RCA within SLAs Coordinate with cross-functional technical teams vendors and stakeholders to drive permanent fixes and preventive measures Identify trends from incidents and proactively recommend improvements to reduce incident recurrence Facilitate Root Cause Analysis RCA using standard methodologies across PODs Work with technical teams to define permanent fixes and track corrective preventive actions Maintain a problem knowledge base ensuring known errors and workarounds are documented Assist the team in generating reports dashboards and metrics etc Incident Management Coordinate end-to-end incident lifecycle ensuring SLAs are met Facilitate incident bridges and engage relevant technical functional teams Perform impact analysis assign severity and ensure effective communication to stakeholders Drive post-incident reviews PIR to capture learnings and prevent recurrence Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs Act as the escalati

📌 In-technical Architect (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore