ITSM Specialist – Incident & Problem Management

About the role

We are looking for a proactive ITSM Specialist focused on Incident and Problem Management. The role ensures service stability, minimizes business disruption, and drives continuous improvement of IT services within a collaborative environment.

Key responsibilities

• Own and manage the Incident Management process lifecycle, ensuring all incidents are logged, categorized, prioritized, assigned, and resolved within agreed SLAs.
• Coordinate incident response activities across technical teams, vendors, and stakeholders, and manage major incidents including escalation, communication, and post‑incident reviews.
• Monitor incident trends, track performance metrics, and produce reports on resolution times, SLA compliance, and incident volumes.
• Maintain complete and accurate incident records and ensure compliance with regulatory and governance requirements.
• Own and maintain the Problem Management process to reduce recurring incidents and improve service stability.
• Identify, record, classify, and prioritize problems based on business impact and risk, and lead Root Cause Analysis activities.
• Coordinate investigations with technical teams and external providers, develop Known Error Records, and track corrective and preventive actions.
• Conduct trend analysis, facilitate problem review meetings, and ensure closure criteria are met.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• 1–3 years of experience in IT Service Management with a focus on Incident and Problem Management.
• ITIL Foundation certification preferred.
• Strong analytical, troubleshooting, and root‑cause analysis abilities.
• Excellent communication and stakeholder‑management skills, capable of engaging with technical teams, senior management, auditors, regulators, and external service providers.

Required skills

• IT Service Management
• Incident Management
• Problem Management
• Root Cause Analysis
• ITIL