Job Summary
SNOW CRITICAL INCIDENT MANAGEMENT
SKILL 1 ITIL
SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT
Job Responsibilities : • Manage the incident lifecycle, ensuring timely triage, assignment, escalation, and closure of incidents. • Coordinate and support Major Incident Management (P1/P2) activities, including bridge management, stakeholder communication, and status updates. • Drive adherence to Incident, Major Incident, and Change Management processes and governance standards. • Facilitate incident reviews, RCA tracking, and follow-up actions to prevent recurring issues. • Support Change Management activities, including change validation, impact assessment, risk reviews, and change approvals. • Participate in CAB/CRB meetings and maintain change schedules and documentation. • Monitor SLA/KPI compliance, including MTTR, incident backlog, change success rate, and incident reopen rates. • Coordinate with support teams, vendors, and business stakeholders during critical service disruptions. • Maintain and improve knowledge base articles, SOPs, and operational runbooks.
SNOW CRITICAL INCIDENT MANAGEMENT
SKILL 1 ITIL
SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT
Key Responsibilities
Skill Requirement : Experience and Skill Requirements • 3–6 years of experience in IT Service Management, Service Desk, Command Center, or Operations Support environments. • Strong understanding of ITIL Incident, Major Incident, Problem, and Change Management processes. • Experience in handling P1/P2 incidents and coordinating cross-functional technical teams. • Hands-on experience with ServiceNow or similar ITSM platforms. • Knowledge of SLA/KPI reporting, RCA methodologies, and service governance. • Strong communication, stakeholder management, and coordination skills. • Ability to work in 24x7 support environments and manage multiple priorities during critical situations. • Experience in change governance, CAB participation, and change risk assessment.
Skill Requirements
Job Summary : The CFS (Cross Functional Services) L2 Analyst is responsible for managing Incident Management, Major Incident Management (MIM), and Change Management processes in an enterprise IT environment.
SKILL 1 ITIL
SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT.
The role focuses on driving service restoration, coordinating stakeholders during major incidents, ensuring process compliance, facilitating change governance activities, and contributing to service improvements in alignment with ITIL best practices.
Other Requirements
Other Requirement : Good to Have Requirements • ITIL Foundation or ITIL 4 certification. • Experience with ServiceNow ITSM, ITOM, or AIOps capabilities. • Exposure to Problem Management and Continual Service Improvement (CSI) practices. • Knowledge of automation tools, scripting, or workflow automation platforms. • Experience with reporting and dashboard tools such as Power BI, ServiceNow Analytics, or Tableau. • Exposure to enterprise environments supporting Cloud, Infrastructure, Digital Workplace, or Application Services. • Familiarity with AI-driven operations, incident analytics, and predictive monitoring solutions.
SNOW CRITICAL INCIDENT MANAGEMENT
SKILL 1 ITIL
SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT