ITSM Incident & Problem Manager

Incident & Major Incident management Key Responsibilities Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency ITSM Process Ownership & Governance Enforce ITIL-aligned Incident and Problem Management practices Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes…