Incident & Problem Management Support Executive

ITIL and Troubleshooting

• 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

• Manages the product backlog & translates bus...