Incident and Problem Management Support

Incidents & Problem Management
ITIL Knowledge: Familiarity with ITIL processes especially Incident Management Problem Management and Change/Release Management.
Troubleshooting & Root Cause Analysis: Ability to analyze incidents identify patterns and assist in problem resolution.
Deployment & Release Coordination: Understanding of deployment processes & version control
Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary.
Clear Reporting: Prepares status updates and post-incident reports.
Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs.
Documentation Skills: Familiar with ITSM tools (e.g. ServiceNow).
Change Management Awareness: Understands risk assessment and approval workflows for deployments.

Product Management
1. Product Backlog Management & Execution
Manages the product backlog & translates business requirements into functional and system requirements for IT solutions
Leads delivery execution by providing direction clarifications and decisions to avoid delays or misalignment
Ensures successful delivery through SIT UAT and ORT validating solutions against functional requirements
Acts as a subject matter expert in business processes and supporting IT solutions
Collaborates and influences multiple stakeholders (business IT teams third party vendors Group IT) throughout the product lifecycle

Project Management
1. Project Planning & Execution
Ability to manage small to medium-sized projects can be related to deployments or problem remediation.
2. Stakeholder Engagement
Strong communication and coordination across technical teams vendors and business units.
3. Financial Reporting & Forecasting
Generates cost summaries and budget utilization reports for management.
Supports budgeting for deployment activities and problem resolution initiatives.