ITIL Incident Management/IT Ops Analyst

Job description

Role: ITIL Incident Management/IT Ops Analyst Location: Irvine, CA – 5 days onsite Duration: 6 months Job Description: Problem Management Execution - Own the end-to-end Problem Management lifecycle in alignment with ITIL practices - Perform Root Cause Analysis (RCA) using structured methodologies (5 Whys, Fishbone, etc.) - Identify and track Known Errors and maintain the Known Error Database (KEDB) - Drive permanent fixes in collaboration with L2/L3 infrastructure and application teams Incident & Major Incident Support: - Support Major Incident Management (MIM) process during high-severity incidents - Participate in incident bridge calls, ensuring proper coordination and communication - Conduct Post-Incident Reviews (PIRs) and ensure actionable follow-ups ServiceNow & Process Governance: - Utilize ServiceNow for Problem, Incident, and Change tracking - Ensure data quality, categorization accuracy, and SLA adherence - Create dashboards and reports for trend analysis and recurring issue identification Continuous Improvement & Operations Alignment: - Identify recurring incidents and systemic issues impacting service stability - Partner with Infrastructure, Network, and Application tea...