Incident &Problem Engineer

As an Incident & Problem Engineer at the P2 level, you will be part of a global IT operations team that ensures high availability and quick recovery of critical business systems. You will play a vital role in coordinating responses to incidents, engaging with cross-functional teams, and providing consistent, clear communications to stakeholders. This role offers exposure to ITIL practices, enterprise-scale ticketing systems, and the opportunity to grow in leadership and problem management skills.Key Responsibilities:Incident Participation & Coordination:Monitor and triage incidents from multiple sources, ensuring accurate logging and categorization.Actively participate on Zoom incident bridges, relaying updates between technical teams and stakeholders.Engage with application and infrastructure teams to drive incident resolution.Communication & Stakeholder Updates:Draft and distribute status communications via internal status pages and email.Provide clear and concise verbal and written updates to management during major incidents.Support documentation of incident timelines and post-incident summaries.Ticket & Problem Management:Create, update, and close incident/problem tickets using Jira, ServiceNow, or similar platforms.Ensure accurate categorization, prioritization, and SLA adherence.Support root cause analysis (RCA) and assist in drafting reports.Process & Knowledge Base:Maintain and update knowledge articles, standard operating procedures, and runbooks.Assist with post-incident reviews, capturing lessons learned and preventive measures.Operational Coverage:Participate in a follow-the-sun support model, including rotational shifts (day/night/weekends).Collaborate with global counterparts to ensure seamless 24×7 operations.Skills & Qualifications:Bachelor’s degree in Computer Science/IT or equivalent.1–3 years of IT operations, support, or incident/problem management experience.Excellent verbal and written communication skills; comfortable speaking on incident bridges and delivering stakeholder updates.Familiarity with ticketing tools such as Jira, ServiceNow, or similar.Basic understanding of IT infrastructure domains (servers, networks, AD, DNS, cloud basics).Knowledge of ITIL processes; ITIL Foundation certification is a plus.Ability to work in high-pressure environments and drive issues to closure.Must work from the Bengaluru office (JP Nagar); remote work is not available.Incident & Problem Manager – P3 (Experienced/Professional)Location: Bengaluru (On-site) | Model: Follow-the-Sun (24×7 coverage)Role Summary:The P3 Incident & Problem Manager is a leadership-level role within our global IT operations organization. You will own the resolution of high-severity incidents, lead incident bridges, communicate directly with executives, and drive long-term problem management initiatives. This role requires exceptional communication skills, strong ITIL knowledge, and the ability to perform under pressure in a 24×7 environment. You will also mentor junior team members and contribute to operational process improvements.Key Responsibilities:Major Incident Leadership:Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams.Make real-time decisions to restore services as quickly as possible.Serve as the primary escalation point for major business-impacting incidents.Executive & Stakeholder Communication:Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents.Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports.Document incident timelines and manage executive follow-ups.Ticket & Problem Management:Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar).Conduct RCA and trend analysis to identify recurring issues and systemic risks.Drive problem management reviews and follow through on preventive actions.Operational Excellence & Process Improvement:Analyze KPIs and SLA/SLO metrics to improve incident/problem processes.Work with service owners to strengthen monitoring, alerting, and response procedures.Mentor P2-level team members and contribute to their professional development.Coverage & Collaboration:Work in a follow-the-sun global support model, including rotational shifts (day/night/weekends) to ensure 24×7 coverage.Collaborate closely with global operations teams for seamless handoffs and coverage.Skills & Qualifications:Bachelor’s degree in Computer Science/IT or equivalent.4+ years of IT operations/support experience, with at least 2+ years in dedicated incident/problem management roles.Outstanding verbal and written communication skills; proven ability to confidently lead incident calls and communicate with senior executives.Hands-on experience with ticketing tools such as Jira, ServiceNow, or similar platforms.Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate/Practitioner preferred).Proven RCA, trend reporting, and process improvement skills.Broad understanding of IT infrastructure and applications.Resilient under pressure, with strong leadership and decision-making capabilities.Must work from the Bengaluru office; remote work is not available.Required Knowledge, Skills, and Abilities

• Network

Share Job/Similar Jobs

• 01.0 – 03.0 years
• Not Disclosed

• 01.0 – 03.0 years
• Not Disclosed

• 01.0 – 03.0 years
• Not Disclosed

• Bangalore
• 01.0 – 03.0 years
• Not Disclosed

• Bangalore
• 01.0 – 03.0 years
• Not Disclosed

Create a free account to find thousands of Jobs, Employment & Career Opportunities around you!1436 Jobs PostedAbout Bloom Consulting ServicesWe are Bloom Consulting Services, Bloom is one of the Leading Recruitment firm based in Bangalore, Karnataka, India. We are associated with Major IT Companies in Domestic & Overseas as Business partners and providing manpower as per their requirements.