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.