Senior Analyst / Consultant – ITSM Operations, Major Incident,Problem & Release Management

Role Summary

We are seeking a Senior Analyst / Consultant with 3–6 years of experience in IT operations and service management to support enterprise monitoring, incident response, problem management, and release coordination. This role will play a key part in ensuring operational stability across a complex IT environment by driving timely triage, major incident handling, root cause analysis, and controlled release execution.

Key Responsibilities

• Provide 24x7 ITSM monitoring support, including event triage, first-level troubleshooting, and incident resolution using SOPs and runbooks.
• Lead and coordinate Major Incident Management (MIM) activities for high-severity incidents, including stakeholder communication, bridge management, escalation tracking, and service restoration.
• Support Critical Incident Management by driving rapid response, engaging resolver groups, documenting actions, and ensuring timely closure of P1/P2 incidents.
• Perform Problem Management activities including trend analysis, recurring incident identification, root cause tracking, known error documentation, and preventive action follow-up.
• Coordinate Release Management activities, including release scheduling, dependency tracking, readiness validation, implementation support, and post-release monitoring.
• Manage incident queues, aging tickets, and escalation matrices to ensure SLA adherence and operational discipline.
• Coordinate with public/private cloud vendors and internal infrastructure teams for issue resolution and service continuity.
• Contribute to continuous improvement by reducing alert noise, improving operational procedures, and strengthening monitoring and response effectiveness.

Required Experience

• 3–6 years of experience in IT operations, ITSM, NOC, production support, or infrastructure support environments.
• Hands-on experience in:
• Major Incident Management (MIM)
• Problem Management
• Critical Incident Management
• Release Management
• Strong understanding of incident lifecycle, escalation management, and service restoration processes.
• Experience coordinating with cross-functional teams in high-pressure operational environments.
• Strong analytical, documentation, and communication skills.

Preferred Qualifications

• ITIL Foundation or equivalent ITSM process knowledge.
• Experience in release governance, CAB support, and post-implementation validation.
• Ability to identify recurring issues and drive preventive improvements.

Candidate Profile

• Strong operational mindset with the ability to stay composed during critical incidents.
• Able to balance execution, coordination, and communication across multiple stakeholders.
• Proactive in identifying service risks, recurring issues, and process improvement opportunities.
• Add cloud support responsibilities
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