Job Summary:
Job Summary:
The IPC L2 role is responsible for managing and coordinating the Incident, Problem, and Change management processes in a quick-paced IT environment. This position ensures that incidents are efficiently addressed, recurring problems are resolved, and changes to the IT environment are properly planned, tested, and executed to minimize risk. The IPC L2 will work collaboratively with various teams to maintain service continuity, improve service delivery, and ensure compliance with best practices, including ITIL processes.

Key Responsibilities:
- Incident Management:
- Act as the point of escalation for complex or high-priority incidents.
- Ensure incidents are promptly logged, classified, and prioritized in the service management system.
- Coordinate incident resolution by liaising with technical teams and stakeholders.
- Monitor incident progress, ensuring that service levels are met, and communicate updates to business users.
- Identify trends in incidents and escalate recurring issues for further investigation.




- Facilitate root cause analysis for critical incidents and contribute to post-incident reviews.
- Problem Management:
- Analyze recurring incidents to identify root causes and trends.
- Create and maintain problem records in the service management system.
- Collaborate with technical teams to investigate and resolve underlying problems, driving root cause analysis (RCA).
- Ensure that workarounds and permanent solutions are implemented to eliminate problems.
- Assist in managing known error databases and preventive measures to reduce incident recurrence.
- Ensure proper closure of problem records, including documentation of corrective actions.
- Change Management:
- Coordinate and manage the change management process, ensuring that all changes are assessed, approved, and implemented with mínimal risk to services.
- Review and assess change requests to ensure proper documentation, risk assessment, and impact analysis are performed.
-

📌 Ipc (Mumbai)
🏢 Talent Vision Services
📍 Mumbai