Engineer – Incident & Problem Management

Support the day-to-day administration and consistent execution of Incident Management Major Incident Management and Problem Management procedures workflows templates escalation models and controls Review incident records for accurate logging categorization impact urgency priority assignment timestamps service and configuration-item links diagnostic information resolution details user validation and closure quality Monitor high-priority aging breached reopened customer-sensitive and supplier-dependent incidents follow up with assigned teams and expedite delays through approved paths Support major-incident declaration bridge-call coordination participant activation timeline and action logging restoration tracking stakeholder communications and formal stand-down under the direction of the Major Incident Manager or Practice Lead Coordinate service desk technical cloud infrastructure application cybersecurity supplier customer and business teams to support rapid and safe restoration ensuring workarounds emergency changes failover and recovery actions are authorized and recorded Collect logs monitoring information decisions impact details timelines and supporting evidence for major-incident reports post-incident reviews customer reporting and audits document lessons learned and track actions Identify and register problem candidates from major and recurring incidents trend and monitoring data failed changes post-release issues supplier performance availability or capacity concerns and known operational risks Support structured root-cause analysis using approved techniques document causes and contributing factors and track corrective and preventive actions to verified closure Maintain problem backlogs known errors workarounds temporary fixes permanent-resolution actions owners target dates risks dependencies and links among incident problem change knowledge supplier service and configuration-item records Ensure verified workarounds and known errors are published to service desk and support teams remain current and are used to improve first-line resolution Produce operational reports and dashboards covering incident trends SLA performance response and restoration times backlog age reopen rate major and repeat incidents problem status known-error age and action closure Prepare meeting packs minutes decision records and action logs for major-incident reviews problem reviews backlog meetings supplier discussions and service-improvement forums Support monitoring event-management automation runbook knowledge shift-left swarming and self-healing improvements that reduce detection diagnosis restoration and recurrence times Maintain procedures priority models communication templates escalation lists major-incident checklists root-cause templates known-error content and knowledge articles under document control Assist with record-quality reviews process compliance checks supplier follow-up customer or audit evidence preparation and closure of identified gaps or corrective actions Identify recurring process weaknesses data-quality issues bottlenecks supplier delays and automation opportunities and contribute to practical continual-improvement initiatives

• Bachelor’s degree in information technology, computer science, software engineering, engineering, information systems, or a related discipline.
• ITIL 4 Foundation certification is required; relevant training in Incident Management, Major Incident Management, Problem Management, Monitor, Support and Fulfil, or Create, Deliver and Support is strongly preferred.
• Training in Site Reliability Engineering, SIAM, COBIT, ISO/IEC 20000, Lean Six Sigma, risk management, business continuity, project management, or information security is advantageous.
• Good working knowledge of IT service management, service operation and transition, service reliability, operational resilience, customer experience, service levels, supplier obligations, and continual improvement.

• Working knowledge of Incident, Major Incident, and Problem Management life cycles, roles, priority models, escalation paths, communications, governance forums, and record requirements.
• Ability to review incident and problem records, identify missing or inconsistent data, monitor SLA and aging status, maintain traceability, and follow approved escalation and closure procedures.
• Practical capability in major-incident coordination, bridge-call administration, timeline and action logging, stakeholder updates, restoration tracking, and post-incident documentation.
• Ability to support root-cause analysis, distinguish symptoms from causes, document contributing factors, and track corrective and preventive actions to verified closure.
• Working knowledge of enterprise ITSM platforms, monitoring and observability tools, knowledge bases, dashboards, workflow automation, CMDB, service mapping, and audit trails.
• Understanding of infrastructure, cloud, networks, telecommunications,…