Incident Problem Management

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.

1. Stakeholder Engagement

•          Strong communication and coordination across technical teams, vendors, and business units.

1. Financial Reporting & Forecasting

•          Generates cost summaries and budget utilization reports for management.

•          Supports budgeting for deployment activities and problem resolution initiatives.