What are the responsibilities and job description for the ITIL Incident Management position at Jobs via Dice?
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Akshaya Inc, is seeking the following. Apply via Dice today!
Job Description:
Role: ITIL Incident Management/IT Ops Analyst
Location: Irvine, CA(Onsite)
Problem Management Execution
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
- 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
- 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
- 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
- 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