Incident & Major Incident:

Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs

Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved

Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.

Coordinating with the respective SMEs for speedy resolution of the Major Incident

Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

Change Management

Drive Change Advisory Board (CAB) meetings.

Evaluates IT changes for completeness and adherence to the Change Management process.

Conducts Post Implementation reviews for failed changes or changes that qualify for a PIR as per the Change Management process

Provides support and guidance for ad-hoc requests and queries from Change Management process users.

Problem Management





Identify recurring incidents and perform root cause analysis to determine the underlying causes of problems. Work closely with IT teams to develop and implement problem resolution plans, preventing future incidents.

Maintain and update the Known Error Database (KEDB) with identified root causes, workarounds, and resolutions.

Monitor problem management performance and track the effectiveness of problem resolution efforts.

Knowledge of the problem management techniques

KEY SKILLS AND COMPETENCIES

10 years exp in driving the service operations.

Min 4 year of experience in working on either of the 2 process above

ITILV3 or ITIL4 Foundation certified

Knowledge of Service now is a must

Ability to work in shift and flexible schedule is a must

Positive communication, presentation and reporting skills

Knowledge on MS Excel

Knowledge of PowerBI will be an advantage

📌 ITSM Specialist (Bengaluru)
🏢 Wissen Infotech
📍 Bengaluru