Incident & Problem Management Support Executive

Job Responsibilities:

• Manage incidents, problems, and service requests in accordance with ITIL processes and SLA requirements.
• Perform troubleshooting, root cause analysis, and coordinate issue resolution with internal teams and vendors.
• Support deployment, release, and change management activities, including risk assessment and version control.
• Manage product backlog and translate business requirements into functional/system requirements.
• Coordinate SIT, UAT, and ORT activities to ensure successful solution delivery.
• Collaborate with business users, IT teams, and vendors throughout the project and product lifecycle.
• Support small to medium-sized IT projects, including planning, tracking, reporting, and stakeholder coordination.
• Prepare status updates, incident reports, and budget/utilization reports when required.
  

Job Requirements:

• Bachelor's Degree in IT, Computer Science, or related field.
  
• Minimum 3 years of experience in IT Service Delivery, Product Management, or related roles.
  
• Familiar with ITIL processes, especially Incident, Problem, and Change Management.
  
• Experience with ITSM tools such as ServiceNow.
  
• Strong troubleshooting, analytical, and stakeholder management skills.
  
• Experience in deployment coordination, backlog management, and requirement gathering.
  
• Exposure to Agile environments, SIT/UAT processes, and project coordination.
  
• Good communication, documentation, and follow-up skills.