Incident Management Engineer

Crisil

Hyderabad, India

2-4 Years

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Posted 22 hours ago
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Job Description

Key Responsibilities

Lead and support Incident and Problem Management processes with a strong focus on root cause analysis and long-term resolution.
Identify and implement opportunities to automate manual workflows using scripting and AI tools.
Collaborate with cross-functional teams to optimize service processes and improve operational efficiency.
Develop and maintain trend analysis reports and interactive dashboards to monitor service health and identify recurring issues.
Document and communicate Root Cause Analyses (RCAs) and drive continuous improvement initiatives. Required Qualifications & Technical Skills
Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
23 years of hands-on experience in Incident and Problem Management within a technical environment.
Proficiency in Python scripting and working knowledge of Java.
Strong experience with ServiceNow, including scripting, integrations, and interest in AI/ML capabilities.
Solid understanding of AWS or other cloud-based platforms.
Familiarity with log monitoring tools such as Splunk.
Experience in process design and documentation.
Working knowledge of Agile methodologies; experience with Azure DevOps (ADO) is a plus.
Understanding of ITIL frameworks and best practices. Preferred Attributes
Excellent written and verbal communication skills.
Confident in leading discussions across global, cross-functional teams.
Strong analytical thinking, problem-solving, and decision-making abilities.
Familiarity with ServiceNow AIOps and its application in proactive incident detection.
Experience with Power BI, Power Automate, or other business intelligence tools is a plus.