Incident and Problem Management Support

About the job

Incidents & Problem Management • ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management. • Troubleshooting & Root Cause Analysis: Ability to analyze incidents, identify patterns, and assist in problem resolution. • Deployment & Release Coordination: Understanding of deployment processes & version control • Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary. • Clear Reporting: Prepares status updates and post-incident reports. • Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs. • Documentation Skills: Familiar…