Incident and Problem Management Support

17 hours, 8 minutes ago
Mid Level
Project and Program Management
Coforge

Coforge

Coforge is a global digital services provider specializing in transforming businesses through technology and industry expertise, powering growth with innovative solutions and platforms.

IT Services
10K-50K
Founded 1992

Description

  • Manage incidents and problems through follow-up, escalation, and timely closure within agreed SLAs.
  • Perform troubleshooting and root cause analysis to identify patterns and support problem resolution.
  • Coordinate deployments and releases, including understanding version control and change approval workflows.
  • Prepare status updates, post-incident reports, and other clear documentation for stakeholders.
  • Manage the product backlog and translate business requirements into functional and system requirements for IT solutions.
  • Lead delivery execution by providing direction, clarifications, and decisions to prevent delays or misalignment.
  • Support solution validation through SIT, UAT, and ORT to ensure delivery against functional requirements.
  • Act as a subject matter expert on business processes and supporting IT solutions.
  • Collaborate with business, IT teams, third-party vendors, and Group IT across the product lifecycle.
  • Manage small to medium-sized projects related to deployments or problem remediation.
  • Coordinate communication across technical teams, vendors, and business units.
  • Generate cost summaries, budget utilization reports, and support budgeting for deployment and problem resolution initiatives.

Requirements

  • Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.
  • Ability to analyze incidents, identify patterns, and support root cause analysis.
  • Understanding of deployment processes and version control.
  • Familiarity with ITSM tools such as ServiceNow.
  • Understanding of risk assessment and approval workflows for deployments.
  • Ability to manage small to medium-sized projects.
  • Strong communication and coordination skills across technical teams, vendors, and business units.
  • Experience generating financial reports, cost summaries, or budget utilization reports.
  • Ability to support budgeting and forecasting for project or operational initiatives.

Interested in this position?

Apply directly on the company website

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