Incident and Problem Management Support

Incidents & Problem Management • ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management. • Troubleshooting & Root Cause Analysis: Ability to analyze incidents, identify patterns, and assist in problem resolution. • Deployment & Release Coordination: Understanding of deployment processes & version control • Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary. • Clear Reporting: Prepares status updates and post-incident reports. • Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs. • Documentation Skills: Familiar with ITSM tools (e.g., ServiceNow). • Change Management Awareness: Understands risk assessment and approval workflows for deployments.

Product Management

1. Product Backlog Management & Execution

• Manages the product backlog & translates business requirements into functional and system requirements for IT solutions • Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment • Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements • Acts as a subject matter expert in business processes and supporting IT solutions • Collaborates and influences multiple stakeholders (business, IT teams, third party vendors, Group IT) throughout the product lifecycle

Project Management

1. Project Planning & Execution

• Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.

1. Stakeholder Engagement

• Strong communication and coordination across technical teams, vendors, and business units.

1. Financial Reporting & Forecasting

• Generates cost summaries and budget utilization reports for management. • Supports budgeting for deployment activities and problem resolution initiatives.