TUTTARVIK
• Lead and coordinate the lifecycle of incidents and major incidents.
• Facilitate communication among technical teams, leadership, and end users during outages.
• Maintain and improve incident categorization, routing, SLAs, and reporting.
• Conduct incident trend analysis and collaborate with Problem Management.
• Oversee ServiceNow Incident and MIM workflows, ensuring continuous improvement.
• Maintain incident documentation and major incident reports.
Requirements
• Minimum 3-5+ years of experience in IT operations, incident management, or service delivery.
• Degree or diploma in Information Technology, Computer Science, or related field.
• ITIL certification required; advanced ITIL training preferred.
• Experience with ServiceNow Incident, Major Incident Management, and ITSM tools.
• Strong understanding of incident processes, SLAs, categorization, and escalation models.
• Ability to coordinate major incidents and communicate effectively under pressure.
• Skilled in trend analysis, problem identification, and root cause tracking.
• Ability to collaborate with technical teams, business stakeholders, and leadership.
• Strong communication and documentation skills.
• Experience improving workflows and operational processes.