Job Description/Specification:
An Incident & Problem Management professional helps organizations restore IT services quickly, reduce recurring disruptions, and improve overall service reliability. This role focuses on incident coordination, major incident support, root-cause analysis, problem management, service reporting, and continual improvement across enterprise IT environments.
💼 Key Responsibilities
- Coordinate Incident, Major Incident, and Problem Management activities according to established ITSM processes and controls.
- Monitor high-priority, aging, breached, reopened, and customer-impacting incidents and ensure appropriate escalation.
- Support major incident bridge calls, stakeholder communications, restoration tracking, action logging, and post-incident reviews.
- Review incident records for accurate categorization, prioritization, timelines, service links, resolution details, and closure information.
- Identify recurring and high-impact issues and create problem records for structured investigation and resolution.
- Support root-cause analysis using techniques such as 5 Whys, Pareto analysis, fishbone analysis, and causal mapping.
- Track known errors, workarounds, corrective actions, owners, dependencies, and target completion dates.
- Prepare dashboards and reports covering SLA performance, incident trends, restoration times, backlog aging, repeat incidents, and problem status.
- Coordinate with infrastructure, cloud, application, cybersecurity, network, service desk, supplier, and business teams.
- Contribute to automation, knowledge management, monitoring, self-healing, and other service-improvement initiatives.
🎯 Requirements
- Bachelor's degree in Information Technology, Computer Science, Software Engineering, Information Systems, Engineering, or a related discipline.
- ITIL 4 Foundation certification is required.
- 4–6 years of relevant experience in IT service operations, Incident Management, Problem Management, service reliability, or related functions.
- At least 2 years of practical experience supporting priority or major incidents and problem investigations.
- Experience with enterprise ITSM platforms, monitoring tools, dashboards, CMDBs, service mapping, and knowledge-management systems.
- Good understanding of IT service management, service levels, operational resilience, supplier management, and continual improvement.
- Ability to coordinate multiple technical teams during high-impact incidents.
- Strong analytical, documentation, communication, and reporting skills.
- Knowledge of enterprise infrastructure, cloud, networks, applications, databases, cybersecurity, and end-user technology sufficient for cross-team coordination.
- Experience in 24x7 operational environments is an advantage.
🚀 Why You'll Love This Opportunity
- Work across a broad enterprise IT service-management environment.
- Gain exposure to major incident coordination and operational resilience.
- Develop expertise in structured problem management and root-cause analysis.
- Work with cross-functional technology, business, customer, and supplier teams.
- Contribute to automation, monitoring, knowledge management, and service-improvement initiatives.
👤 Who Should Apply?
This opportunity is suited to an IT service-management professional who is comfortable working under pressure and coordinating multiple teams when services are disrupted. Candidates should be organized, analytical, detail-oriented, and confident communicating with both technical and business stakeholders.
Professionals with backgrounds in Incident Management, Major Incident Management, Problem Management, Service Desk Operations, IT Service Operations, or Service Reliability may find their experience relevant.
⭐ Skills That Will Help You Succeed
Strong incident coordination, structured problem-solving, stakeholder communication, ITSM process knowledge, data analysis, reporting, and documentation are important for this position. Familiarity with ITSM workflows, CMDB information, monitoring platforms, dashboards, automation, and service mapping can also be valuable.
The ability to distinguish symptoms from underlying causes is particularly important when investigating recurring service issues.
💡 How to Stand Out
When preparing your CV, highlight measurable examples rather than simply listing ITIL or ITSM responsibilities. Mention experience such as:
- Number or scale of major incidents coordinated.
- Improvements in SLA compliance or restoration times.
- Reduction in recurring incidents.
- Problem records successfully resolved.
- Root-cause investigations completed.
- Improvements in backlog or known-error closure.
- ITSM tools, monitoring platforms, or dashboards used.
Show how your work improved service reliability, customer experience, or operational efficiency.
🎤 Interview Preparation
Be prepared for practical questions such as:
- How would you coordinate a major incident affecting multiple business services?
- How do you determine incident priority?
- What information should be captured during a major incident?
- How do you distinguish an incident from a problem?
- Which root-cause analysis techniques have you used?
- How would you handle an incident approaching an SLA breach?
- How do you ensure corrective actions from a post-incident review are completed?
Use real examples and explain your actions, decisions, stakeholder communications, and measurable outcomes.
📈 Career Growth
Experience in this role can support progression toward positions such as Major Incident Manager, Problem Manager, IT Service Manager, Service Reliability Manager, ITSM Consultant, or Service Delivery Manager, depending on experience and professional development.
❓ Frequently Asked Questions
Is ITIL certification required?
Yes. The position specifically requires ITIL 4 Foundation certification.
How much experience is expected?
The role calls for approximately 4–6 years of relevant IT service-management or operations experience, including practical exposure to incidents and problem management.
Is major incident experience necessary?
Practical experience supporting or coordinating priority and major incidents is expected.
Which technical areas should candidates understand?
Candidates should be able to coordinate across infrastructure, cloud, networks, applications, cybersecurity, databases, and end-user computing environments.
Are additional certifications useful?
Training or certifications related to SRE, SIAM, COBIT, ISO/IEC 20000, Lean Six Sigma, business continuity, project management, or information security can strengthen a candidate's profile.