Problem Manager/Incident Manager

Experience: 6+ years in Problem Management or Major Incident Management within IT Service Management
Key Responsibilities:
Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
Prioritize and schedule calls with technical teams to identify the root cause of issues.
Update and maintain the Problem Field in Service-Now with data from RCA investigations.
Manage Problem Tasks derived from investigations until closure.
Ensure SLAs are met and root cause analysis is completed on time.
Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.
Key Skills and Competencies:
6+ years of experience in Problem Management or Major Incident Management.
Strong knowledge of ITIL Problem Management and Major Incident Management processes.
Excellent communication, critical thinking, and root cause analysis skills.
Open to working in US shifts (ET hours).
ITIL Foundation certified.
Service-Now experience is a plus.
Basic Technical Skills:
Bachelor s degree in Computer Science, Electronics, or a related field.
Understanding of ITIL Problem Management and Major Incident Management.
Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
Awareness of security and customer data protection.
Strong decision-making and coaching skills.
Fluent in English, both verbal and written.
Analytical and problem-solving abilities, with the ability to multitask effectively.