{"id":2486,"date":"2025-09-01T07:03:41","date_gmt":"2025-09-01T07:03:41","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/incident-problem-engineer\/"},"modified":"2025-09-01T07:03:41","modified_gmt":"2025-09-01T07:03:41","slug":"incident-problem-engineer","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/incident-problem-engineer\/","title":{"rendered":"Incident &Problem Engineer"},"content":{"rendered":"

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.<\/span>Key Responsibilities:<\/b><\/span>Incident Participation & Coordination:<\/span>Monitor and triage incidents from multiple sources, ensuring accurate logging and categorization.<\/span>Actively participate on Zoom incident bridges, relaying updates between technical teams and stakeholders.<\/span>Engage with application and infrastructure teams to drive incident resolution.<\/span>Communication & Stakeholder Updates:<\/span>Draft and distribute status communications via internal status pages and email.<\/span>Provide clear and concise verbal and written updates to management during major incidents.<\/span>Support documentation of incident timelines and post-incident summaries.<\/span>Ticket & Problem Management:<\/span>Create, update, and close incident\/problem tickets using Jira, ServiceNow, or similar platforms.<\/span>Ensure accurate categorization, prioritization, and SLA adherence.<\/span>Support root cause analysis (RCA) and assist in drafting reports.<\/span>Process & Knowledge Base:<\/span>Maintain and update knowledge articles, standard operating procedures, and runbooks.<\/span>Assist with post-incident reviews, capturing lessons learned and preventive measures.<\/span>Operational Coverage:<\/span>Participate in a follow-the-sun support model, including rotational shifts (day\/night\/weekends).<\/span>Collaborate with global counterparts to ensure seamless 24\u00d77 operations.<\/span>Skills & Qualifications:<\/b><\/span>Bachelor\u2019s degree in Computer Science\/IT or equivalent.<\/span>1\u20133 years of IT operations, support, or incident\/problem management experience.<\/span>Excellent verbal and written communication skills; comfortable speaking on incident bridges and delivering stakeholder updates.<\/span>Familiarity with ticketing tools such as Jira, ServiceNow, or similar.<\/span>Basic understanding of IT infrastructure domains (servers, networks, AD, DNS, cloud basics).<\/span>Knowledge of ITIL processes; ITIL Foundation certification is a plus.<\/span>Ability to work in high-pressure environments and drive issues to closure.<\/span>Must work from the Bengaluru office (JP Nagar); remote work is not available.<\/span>Incident & Problem Manager \u2013 P3 (Experienced\/Professional)<\/span>Location: Bengaluru (On-site) | Model: Follow-the-Sun (24\u00d77 coverage)<\/span>Role Summary:<\/b><\/span>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\u00d77 environment. You will also mentor junior team members and contribute to operational process improvements.<\/span>Key Responsibilities:<\/b><\/span>Major Incident Leadership:<\/span>Act as the primary lead on critical incident bridges (Zoom and conference calls), coordinating cross-functional response teams.<\/span>Make real-time decisions to restore services as quickly as possible.<\/span>Serve as the primary escalation point for major business-impacting incidents.<\/span>Executive & Stakeholder Communication:<\/span>Deliver clear, confident, and timely verbal updates to leadership and business stakeholders during high-severity incidents.<\/span>Draft and distribute executive-level written communications, including status page updates, email notifications, and post-incident reports.<\/span>Document incident timelines and manage executive follow-ups.<\/span>Ticket & Problem Management:<\/span>Oversee end-to-end lifecycle of incident and problem tickets (Jira, ServiceNow, or similar).<\/span>Conduct RCA and trend analysis to identify recurring issues and systemic risks.<\/span>Drive problem management reviews and follow through on preventive actions.<\/span>Operational Excellence & Process Improvement:<\/span>Analyze KPIs and SLA\/SLO metrics to improve incident\/problem processes.<\/span>Work with service owners to strengthen monitoring, alerting, and response procedures.<\/span>Mentor P2-level team members and contribute to their professional development.<\/span>Coverage & Collaboration:<\/span>Work in a follow-the-sun global support model, including rotational shifts (day\/night\/weekends) to ensure 24\u00d77 coverage.<\/span>Collaborate closely with global operations teams for seamless handoffs and coverage.<\/span>Skills & Qualifications:<\/b><\/span>Bachelor\u2019s degree in Computer Science\/IT or equivalent.<\/span>4+ years of IT operations\/support experience, with at least 2+ years in dedicated incident\/problem management roles.<\/span>Outstanding verbal and written communication skills; proven ability to confidently lead incident calls and communicate with senior executives.<\/span>Hands-on experience with ticketing tools such as Jira, ServiceNow, or similar platforms.<\/span>Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate\/Practitioner preferred).<\/span>Proven RCA, trend reporting, and process improvement skills.<\/span>Broad understanding of IT infrastructure and applications.<\/span>Resilient under pressure, with strong leadership and decision-making capabilities.<\/span>Must work from the Bengaluru office; remote work is not available.<\/span>Required Knowledge, Skills, and Abilities<\/b><\/p>\n