Lead Analyst, Cloud Application Transformation-Incidents & Problem Management

Roles and Responsibilities:

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

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, thirdparty vendors, Group IT) throughout the product lifecycle

Project Management

Project Planning & Execution

• Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.

Stakeholder Engagement

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

Financial Reporting & Forecasting

• Generates cost summaries and budget utilization reports for management.
• Supports budgeting for deployment activities and problem resolution initiatives.