ITIL Incident ManagementIT Ops Analyst
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Job Location:
Irvine, CA - USA
Hourly Salary:
USD 20 - 45
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Role: ITIL Incident Management/IT Ops Analyst
Location: Irvine CA 5 days onsite
Duration: 6 months
Job Description:
Problem Management Execution
Location: Irvine CA 5 days onsite
Duration: 6 months
Job Description:
Problem Management Execution
- Own the end-to-end Problem Management lifecycle in alignment with ITIL practices
- Perform Root Cause Analysis (RCA) using structured methodologies (5 Whys Fishbone etc.)
- Identify and track Known Errors and maintain the Known Error Database (KEDB)
- Drive permanent fixes in collaboration with L2/L3 infrastructure and application teams
- Support Major Incident Management (MIM) process during high-severity incidents
- Participate in incident bridge calls ensuring proper coordination and communication
- Conduct Post-Incident Reviews (PIRs) and ensure actionable follow-ups
- Utilize ServiceNow for Problem Incident and Change tracking
- Ensure data quality categorization accuracy and SLA adherence
- Create dashboards and reports for trend analysis and recurring issue identification
- Identify recurring incidents and systemic issues impacting service stability
- Partner with Infrastructure Network and Application teams to drive preventive actions
- Recommend automation opportunities and operational improvements
- Contribute to runbook and knowledge base enhancements
- 35 years of hands-on experience in Problem Management or Incident Management within IT Operations
- ITIL certified
- Strong working experience with ServiceNow (Problem Management or Major Incident modules)
- Solid understanding of IT Infrastructure domains (Servers Network End-User Compute Applications)
- Experience conducting Root Cause Analysis and Post-Incident Reviews
- Willingness to participate in 247 on-call rotation
- Flexibility to support early morning / late evening operational needs
Required Experience:
Manager
About Company
OSI Digital is a global leader in offering expert business and technology solutions across industries that accelerate digital transformation for our customers.
