Incident and Problem Management Support

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 with ITSM tools (e.g., ServiceNow).

• Change Management Awareness: Understands risk assessment and approval workflows for deployments.
  Product Management
  1.    Product Backlog Management & Execution
  
• Manages the product backlog & translates business requirements into functional and system requirements for IT solutions
  
• Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment
  
• Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements
  
• Acts as a subject matter expert in business processes and supporting IT solutions
  
• Collaborates and influences multiple stakeholders (business, IT teams, third party vendors, Group IT) throughout the product lifecycle

  Project Management
  1.    Project Planning & Execution
  

• Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
  2.    Stakeholder Engagement
  
• Strong communication and coordination across technical teams, vendors, and business units.
  3.    Financial Reporting & Forecasting
  
• Generates cost summaries and budget utilization reports for management.
  
• Supports budgeting for deployment activities and problem resolution initiatives.