Incident Problem Manager

incidents & Problem Management

Language - Mandarin

• ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.

Experience required - Minimum 7 years

• 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.