Sr. Technical Consultant - Cloud (Problem Manager, Incident Management, ITIL, ITSM, ServiceNow, Monitoring)

Blue Yonder


Date: 2 weeks ago
City: Coimbatore, Tamil Nadu
Contract type: Full time
Scope

The Technical Analyst will be responsible for managing and supporting the Problem Management and Incident Management processes within the ServiceNow platform. The role involves end-to-end ownership of incidents and problems, ensuring effective resolution, root cause identification, and permanent fixes to improve IT service availability and stability. The analyst will act as a bridge between technical teams, business stakeholders, TAM and IT leadership, driving process adherence and continuous improvement.

Our Current Technical Environment

  • Microsoft Azure
  • VMware ESXi

What You’ll Do

Key Responsibilities:

Problem Management

  • Lead the end-to-end Problem Management process, including problem detection, logging, categorization, investigation, and resolution.
  • Drive Root Cause Analysis (RCA) for major and recurring incidents, ensuring clear documentation and action tracking.
  • Leading bridge calls.
  • Manage the lifecycle of Problem Ticket, including prioritization, assignment, RCA meeting, Tasks and communication, and timely delivery of RCA within SLAs.
  • Coordinate with cross-functional technical teams, vendors, and stakeholders to drive permanent fixes and preventive measures.
  • Identify trends from incidents and proactively recommend improvements to reduce incident recurrence.
  • Facilitate Root Cause Analysis (RCA) using standard methodologies across PODs.
  • Work with technical teams to define permanent fixes and track corrective/preventive actions.
  • Maintain a problem knowledge base, ensuring known errors and workarounds are documented.
  • Assist the team in generating reports, dashboards, and metrics..etc

Incident Management

  • Coordinate end-to-end incident lifecycle, ensuring SLAs are met.
  • Facilitate incident bridges and engage relevant technical/functional teams.
  • Perform impact analysis, assign severity, and ensure effective communication to stakeholders.
  • Drive post-incident reviews (PIR) to capture learnings and prevent recurrence.
  • Monitor and manage incidents logged in ServiceNow to ensure timely resolution within defined SLAs.
  • Act as the escalation point for high-severity (P1/P2) incidents and coordinate resolution across technical teams.
  • Ensure business impact is communicated clearly, and updates are provided to stakeholders at regular intervals.

ServiceNow Platform

  • Exposure to ServiceNow to manage Incident & Problem workflows effectively.
  • Generate dashboards and reports for stakeholders, highlighting KPIs, SLAs, and trends.
  • Ensure data quality, completeness, and process compliance in ServiceNow records.
  • Configure, customize, and maintain Incident/Problem modules as required (with ServiceNow admin/developer team support).
  • Monitoring and alerting platforms (e.g., Splunk, Dynatrace, AppDynamics).
  • MS Office (Excel, PowerPoint, Power BI) for reporting and presentations.

Qualifications

What we are looking for :

  • Bachelor’s degree in computer science, Information Technology, or equivalent.
  • 6–10 years of experience in IT Service Management, including a minimum of 3 years of hands-on expertise in ServiceNow Incident and Problem Management.
  • ITIL v4 Foundation certification (Intermediate modules preferred).
  • Proven exposure to governance, compliance, and audit requirements.
  • Familiarity with cloud environments, DevOps methodologies, and agile change practices.
  • Strong experience in managing major incidents (P1/P2) and leading Root Cause Analysis (RCA) sessions.
  • Solid technical background with a strong understanding of IT infrastructure, applications, and monitoring tools.
  • Exceptional communication, facilitation, and stakeholder management skills.
  • Demonstrated ability to multitask, prioritize effectively, and perform well under pressure.

Key Competencies

  • Customer-first mindset with strong ownership.
  • Excellent communication and stakeholder management skills, both written and verbal.
  • Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
  • Collaboration and influencing across teams.
  • Process-oriented with focus on continual service improvement.
  • Strong documentation and reporting abilities.
  • Familiarity with enterprise monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, Prometheus, or equivalent).
  • Ability to work under pressure during major incidents and drive resolution within deadlines.
  • Exposure to ServiceNow (SNOW) Problem & Incident Management modules is desirable.
  • Proactive and detail-oriented approach with continuous improvement mindset.
  • Familiarity with enterprise security, compliance, and risk management frameworks.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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