Sr. Technical Consultant - Cloud (Problem Manager, Incident Management, ITIL, ITSM, ServiceNow, Monitoring)

Scope:
The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform. The role involves end-to-end ownership of incidents and problems, ensuring effective resolution, root cause identification, and permanent fixes to improve IT service availability and stability. The analyst will act as a bridge between technical teams, business stakeholders, TAM and IT leadership, driving process adherence and continuous improvement.
Our current technical environment:

• Microsoft Azure
• VMware ESXi

What you’ll do:

Key Responsibilities:

Problem Management

• Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution.
• Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking.
• Leading bridge calls.
• Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs.
• Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures.
• Identify trends from incidents and proactively recommend improvements to reduce incident recurrence.
• Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs.
• Work with technical teams to define permanent fixes and track corrective/preventive actions.
• Maintain a problem knowledge base, ensuring known errors and workarounds are documented.
• Assist the team in generating reports, dashboards, and metrics..etc

Incident Management

• Coordinate end-to-end incident lifecycle, ensuring SLAs are met.
• Facilitate incident bridges and engage relevant technical/functional teams.
• Perform impact analysis, assign severity, and ensure effective communication to stakeholders.
• Drive post-incident reviews (PIR) to capture learnings and prevent recurrence.
• Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs.
• Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams.
• Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals.

ServiceNow Platform

• Exposure to ServiceNow to manage Incident & Problem workflows effectively.
• Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends.
• Ensure data quality, completeness, and process compliance in ServiceNow records.
• Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support).
• Monitoring and alerting platforms (e.g., Splunk, Dynatrace, AppDynamics).

• MS Office (Excel, PowerPoint, Power BI) for reporting and presentations.

What we are looking for :

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or equivalent.
• 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.
• ITIL v4 Foundation certification (Intermediate modules preferred).
• Proven exposure to governance, compliance, and audit requirements.
• Familiarity with cloud environments, DevOps methodologies, and agile change practices.
• Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions.
• Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools.
• Exceptional communication, facilitation, and stakeholder management skills.
• Demonstrated ability to multitask, prioritize effectively, and perform well under pressure.

Key Competencies

• Customer-first mindset with strong ownership.
• Excellent communication and stakeholder management skills, both written and verbal.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Collaboration and influencing across teams.
• Process-oriented with focus on continual service improvement.
• Strong documentation and reporting abilities.
• Familiarity with enterprise monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent).
• Ability to work under pressure during major incidents and drive resolution within deadlines.
• Exposure to ServiceNow (SNOW) Problem & Incident Management modules is desirable.
• Proactive and detail-oriented approach with continuous improvement mindset.
• Familiarity with enterprise security, compliance, and risk management frameworks.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.