Incident/Problem Manager

3 weeks ago


Bengaluru, Karnataka, India Iron Mountain Full time

Incident and Problem Management Role

We are seeking a skilled Incident and Problem Manager to join our Global IT Service Management Team. In this critical role, you will be responsible for detecting and responding to service-impacting events, triaging and driving effective mitigation strategies, and ensuring the smooth functioning of our IT services.

Key Responsibilities

  • Technology support experience with two to three years of hands-on support experience in infrastructure and or application services.
  • Critical Incident and Problem management experience with five plus years of hands-on leading major incident meetings, facilitating service restoration, and ensuring timely resolution of issues.
  • Data analytics experience with strong strategic thinking and analytical skills to troubleshoot complex technical issues and help technology teams decide on the most appropriate incident resolution path.

Requirements

  • Bachelors degree in Computer Science, Information Technology, or a related field.
  • Flexibility to work within a "Follow the Sun" global shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis.
  • Requires to be "on-call" as part of an on-call rotation outside of normal business hours.

Nice to Have

  • ITIL certification(s) such as ITIL Foundation or higher.
  • Advanced ServiceNow data and reporting capabilities.
  • Previous experience working with ITSM Change, Knowledge Management, IT Service Continuity, and Disaster Recovery concepts.


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