ITIL Incident Management/IT Ops Analyst

OSI Digital•Irvine, CA

7d•Onsite

About The Position

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

Requirements

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 24×7 on-call rotation
Flexibility to support early morning / late evening operational needs

Responsibilities

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