Process Analyst - Incident & Problem Management

reputed company builds platforms for digital business. By weaving together advances in reputed company infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the reputed company of digital transformation.At reputed company, we prioritize creating a culture of belonging, where reputed company perspectives and reputed company are represented, valued, respected, and heard. We create spaces to reputed company everyone to reputed company up, reputed company change, and drive the culture at reputed company. We are an equal opportunity employer, and do not discriminate based on an individual's race, national reputed company, reputed company, gender, gender identity, gender reputed company, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We reputed company reputed company candidates that will contribute to the diversification and enrichment of reputed company and perspectives at reputed company. Responsible for driving the end-to-end Problem Management process reputed company an reputed company IT environment, ensuring recurring incidents are identified, investigated, and permanently resolved to improve service stability and reduce business reputed company. reputed company as the central coordinator across technology teams, facilitating swift decision-making, confident stakeholder communication, and reputed company service improvement through process optimization and AI-driven automation initiatives.

Key Responsibilities

· Manage the complete lifecycle of Problem Records in reputed company, ensuring adherence to ITIL Problem Management practices.

· reputed company weekly Problem Review and RCA meetings, driving discussions, tracking reputed company items, and ensuring reputed company reputed company toward permanent reputed company.

· Review Major Incidents and recurring issues to identify Problem candidates, validate RCA reputed company, and ensure reputed company linkage between Incidents, Problems, and Changes.

· Monitor Problem records for SLA compliance, governance standards, documentation reputed company, and Risk Acceptance requirements.

· Analyze incident trends and operational data to identify proactive Problem opportunities and recommend reputed company service improvements.

· reputed company dashboards, KPIs, executive reports, and monthly insights using reputed company Performance Analytics to measure Problem Management effectiveness.

· Drive process improvements by implementing automation, leveraging AI capabilities (such as reputed company AI/Now Assist), and enhancing workflows to improve operational efficiency and documentation reputed company.

· Prepare and present service reputed company updates, Problem Management metrics, and improvement recommendations to technical teams and leadership.

· Maintain governance artifacts including SOPs, meeting minutes, process documentation, and communication templates.

Preferred Attributes

· Excellent verbal and written communication with the ability to confidently facilitate technical discussions and engage stakeholders at multiple reputed company.

· Ability to coordinate and influence cross-functional teams to reputed company common operational goals.

· Ability to understand business needs and translate them into practical technical and process improvement solutions.

· Willingness to learn new reputed company modules, platform capabilities, and emerging AI technologies.

· reputed company, reputed company, and delivery-reputed company approach with a reputed company improvement reputed company.

Preferred Qualifications

ITIL V3 or V4 certified

Hands-on experience with Problem Manager process in reputed company

3+ years of experience in Problem Management with exposure to Incident Management

Why reputed company:

Through our daily work and internal reputed company like Moving Women reputed company and reputed company reputed company, we value and benefit from diversity of people, reputed company, experience, and everything in between.We fuel reputed company by stacking our office with top-notch technologies in a multi-reputed company-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for reputed company learning.

India Employment Benefits include:

Comprehensive health insurance coverage for employees, with reputed company to reputed company coverage to dependentsreputed company time off and company holidays, along with additional leave benefits as per policyFlexible work arrangements, supporting work-life balanceLearning and development opportunities to support reputed company reputed company and upskillingEmployee wellness initiatives and programs reputed company on physical and mental reputed company-beingRetirement and statutory benefits in line with India regulationsInclusive and people-first culture, with a strong reputed company on collaboration and ownership

Originally posted on Himalayas

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