IT Incident Problem Management

Position Overview

Responsible for ensuring the stability, availability, and reliability of business applications and IT services through effective incident and problem management processes. The role focuses on minimizing service disruptions, restoring normal operations within agreed service levels, and driving continuous improvement through proactive monitoring, root cause analysis, and collaboration with cross-functional teams.

Key Responsibilities

• Deliver L1 and L2 application support for critical business systems.
• Monitor, analyze, troubleshoot, and resolve incidents according to SLA requirements.
• Manage incident logging, categorization, prioritization, escalation, and closure through ITSM tools.
• Coordinate with internal stakeholders and external vendors to ensure timely issue resolution.
• Conduct Root Cause Analysis (RCA) and recommend preventive and corrective actions.
• Per...