Incident and Problem Management Lead Department None Key Responsibilities • Lead and support Incident and Problem Management processes with a strong 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 environment.
- Proficiency in Python scripting and working knowledge of Java.
- Solid 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. Open Positions 1 Mandatory Skills Incident Management, Problem Management, ITIL Certified, Servicenow, Azure DevOps Education Qualification BE computer or equivalent Experience 5 to 8 years

📌 Incident and Problem Management Lead (Mumbai)
🏢 Crisil
📍 Mumbai