What are the responsibilities and job description for the ITIL Incident Management position at Akshaya Inc?
Job Description:
Role: ITIL Incident Management/IT Ops Analyst
Location: Irvine, CA(Onsite)
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 teams to drive preventive actions
- Recommend automation opportunities and operational improvements
- Contribute to runbook and knowledge base enhancements
Required Qualifications
- 3 5 years of hands-on experience in Problem Management or Incident Management within IT Operations
- ITIL certified
- Strong working experience with ServiceNow (Problem Management or Major Incident modules)
- Solid understanding of IT Infrastructure domains (Servers, Network, End-User Compute, Applications)
- Experience conducting Root Cause Analysis and Post-Incident Reviews
- Willingness to participate in 247 on-call rotation
- Flexibility to support early morning / late evening operational needs