IT Support Services

Responsibilities:

• Manage and coordinate high-priority (P1 & P2) incidents, including initiating and leading bridge calls until resolution.
• Drive Problem and Knowledge Management processes with a proactive and analytical approach.
• Initiate problem management for all P1 and P2 tickets, ensuring proper documentation and follow-up.
• Validate incident reports for accuracy and ensure timely delivery of Root Cause Analysis (RCA).
• Identify potential problems proactively to prevent service disruptions.
• Maintain comprehensive records of all problem management activities in the Problem Management Tool and keep the Known Error Database (KEDB) up to date.
• Perform trend analysis on critical services and historical incidents to detect recurring issues or areas for improvement.
• Support the continuous improvement of operational effectiveness and efficiency in the Problem Management process.
• Contribute to the Knowledge Management function by capturing, creating, and maintaining knowledge articles.
• Ensure that the knowledge base is effectively utilized and regularly updated.

Qualifications:

• Minimum 1–2 years of experience in Problem and/or Knowledge Management.
• Minimum 1–2 years of experience handling major incident calls.
• Strong understanding of IT service management processes and methodologies.
• ITIL Certification is required.
• Experience with ServiceNow or similar ticketing tools is an added advantage.
• Excellent communication and coordination skills.
• Proactive, analytical, and detail-oriented mindset.