IT Incident Management Analyst

ITIL Incident Management/IT Ops AnalystLocation: Irvine, CA – 5 days onsiteDuration: 6 monthsJob Description:Problem Management ExecutionOwn the end-to-end Problem Management lifecycle in alignment with ITIL practicesPerform 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 teamsIncident & Major Incident SupportSupport Major Incident Management (MIM) process during high-severity incidentsParticipate in incident bridge calls, ensuring proper coordination and communicationConduct Post-Incident Reviews (PIRs) and ensure actionable follow-upsServiceNow & Process GovernanceUtilize ServiceNow for Problem, Incident, and Change trackingEnsure data quality, categorization accuracy, and SLA adherenceCreate dashboards and reports for trend analysis and recurring issue identificationContinuous Improvement & Operations AlignmentIdentify recurring incidents and systemic issues impacting service stabilityPartner with Infrastructure, Network, and Application teams to drive preventive actionsRecommend automation opportunities and operational improvementsContribute to runbook and knowledge base enhancementsRequired Qualifications3–5 years of hands-on experience in Problem Management or Incident Management within IT OperationsITIL certifiedStrong 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 ReviewsWillingness to participate in 24×7 on-call rotationFlexibility to support early morning / late evening operational needs