Job Description

ITSM Governance

Exp 8 -13 Years

1.High-Severity Incident Managemen t: Lead the response to high-impact incidents, ensuring rapid resolution and clear communication during business-critical outages.
2. Incident Coordination: Manage recovery efforts across diverse technical teams to ensure efficient and effective service restoration.
3.Post-Incident Review (PIR): Facilitate PIR sessions, document findings, and implement preventive measures based on lessons learned.
4. Problem-Solving & Root Cause Analysis: Apply advanced techniques such as Pareto analysis, the 5 Whys, and Fishbone (Ishikawa) diagrams to identify and resolve underlying issues.
5. Trend Analysis: Evaluate incident patterns to identify recurring problems and drive proactive reduction in ticket volume.
6. Process Improvement: Identify and execute opportunities to optimize existing IT processes and enhance overall system stability.