Key Responsibilities:

Problem Management

<ul>
<li>Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution.</li>
</ul>

<ul>
<li>Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking.</li>
</ul>

<ul>
<li>Leading bridge calls.</li>
</ul>

<ul>
<li>Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs.</li>
</ul>

<ul>
<li>Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures.</li>
</ul>

<ul>
<li>Identify trends from incidents and proactively recommend improvements to reduce incident recurrence.</li>
</ul>

<ul>
<li>Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs.</li>
</ul>

<ul>
<li>Work with technical teams to define permanent fixes and track corrective/preventive actions.</li>
</ul>

<ul>
<li>Maintain a problem knowledge base, ensuring known errors and workarounds are documented.</li>
</ul>

<ul>
<li>Assist the team in generating reports, dashboards, and metrics..etc</li>
</ul>

Incident Management

<ul>
<li>Coordinate end-to-end incident lifecycle, ensuring SLAs are met.</li>
</ul>

<ul>
<li>Facilitate incident bridges and engage relevant technical/functional teams.</li>
</ul>

<ul>
<li>Perform impact analysis, assign severity, and ensure effective communication to stakeholders.</li>
</ul>

<ul>
<li>Drive post-incident reviews (PIR) to capture learnings and prevent recurrence.</li>
</ul>

<ul>
<li>Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs.</li>
</ul>

<ul>
<li>Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams.</li>
</ul>

<ul>
<li>Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals.</li>
</ul>

ServiceNow Platform

<ul>
<li>Exposure to ServiceNow to manage Incident &amp; Problem workflows effectively.</li>
</ul>

<ul>
<li>Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends.</li>
</ul>

<ul>
<li>Ensure data quality, completeness, and process compliance in ServiceNow records.</li>
</ul>

<ul>
<li>Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support).</li>
</ul>

<ul>
<li>Monitoring and alerting platforms (e.g., Splunk, Dynatrace, AppDynamics).</li>
</ul>

<ul>
<li>MS Office (Excel, PowerPoint, Power BI) for reporting and presentations.</li>
</ul>

What we are looking for :

Qualifications:

<ul>
<li>Bachelor’s degree in computer science, Information Technology, or equivalent. </li>
</ul>

<ul>
<li>6–10 years of experience in IT Service Management, including a minimum of 3 years of hands-on expertise in ServiceNow Incident and Problem Management.</li>
</ul>

<ul>
<li>ITIL v4 Foundation certification (Intermediate modules preferred).</li>
</ul>

<ul>
<li>Proven exposure to governance, compliance, and audit requirements.</li>
</ul>

<ul>
<li>Familiarity with cloud environments, DevOps methodologies, and agile change practices.</li>
</ul>

<ul>
<li>Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions.</li>
</ul>

<ul>
<li>Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools.</li>
</ul>

<ul>
<li>Exceptional communication, facilitation, and stakeholder management skills.</li>
</ul>

<ul>
<li>Demonstrated ability to multitask, prioritize effectively, and perform well under pressure.</li>
</ul>

Key Competencies

<ul>
<li>Customer-first mindset with strong ownership.</li>
</ul>

<ul>
<li>Excellent communication and stakeholder management skills, both written and verbal.</li>
</ul>

<ul>
<li>Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.</li>
</ul>

<ul>
<li>Collaboration and influencing across teams.</li>
</ul>

<ul>
<li>Process-oriented with focus on continual service improvement.</li>
</ul>

<ul>
<li>Strong documentation and reporting abilities.</li>
</ul>

<ul>
<li>Familiarity with enterprise monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent).</li>
</ul>

<ul>
<li>Ability to work under pressure during major incidents and drive resolution within deadlines.</li>
</ul>

<ul>
<li>Exposure to ServiceNow (SNOW) Problem &amp; Incident Management modules is desirable.</li>
</ul>

<ul>
<li>Proactive and detail-oriented approach with continuous improvement mindset.</li>
</ul>

<ul>
<li>Familiarity with enterprise security, compliance, and risk management frameworks. </li>
</ul>

Cloud Consultant in Bengaluru (UID-12883)

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