Incident, Problem and Change Management (IPC) Analyst

 Job Title: Incident, Problem and Change Management (IPC) Analyst

Position: SE
Experience: 2-4 years
Category: Software Development/ Engineering
Shift: Canda shift (EST) - 5:30 PM to 2:30 AM IST
Main location: Bangalore
Position ID: J1125-1365
Employment Type: Full Time
Education Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Budget - 6 LPA

Incident, Problem and Change Management (IPC) Analyst

Position Description
1. Incident Management Responsibilities

. Incident Logging & Categorization: Record incidents accurately, classify them by type, and assign priority based on impact and urgency.
. Diagnosis & Resolution: Investigate issues, apply workarounds or fixes to restore normal service as quickly as possible.
. Communication: Provide timely updates to stakeholders and users throughout the incident lifecycle.
. Closure & Documentation: Validate resolution with the user, close the incident, and document details for future reference.
. Post-Incident Review: Participate in reviews to identify improvement opportunities and prevent recurrence.


2. Problem Management Responsibilities

. Root Cause Analysis: Investigate underlying causes of recurring incidents using structured techniques.
. Known Error Database Maintenance: Document known errors and workarounds for quicker resolution in the future.
. Proactive Problem Management: Identify potential issues before they become incidents and recommend preventive measures.
. Coordination: Work with other IT teams to implement permanent fixes and reduce incident volume.


3. Change Management Responsibilities

. Change Request Evaluation: Assess proposed changes for risk, impact, and alignment with business needs.
. Planning & Scheduling: Ensure changes are implemented with minimal disruption to services.
. Compliance & Documentation: Maintain records of all changes, approvals, and outcomes for audit and governance.
. Coordination with CAB (Change Advisory Board): Present changes for approval and communicate decisions to stakeholders. [


Key Skills for IPC Analyst

. Strong understanding of ITIL processes and service lifecycle.
. Analytical and problem-solving skills for root cause analysis.
. Communication and stakeholder management.
. Familiarity with ITSM tools (ServiceNow, Remedy, etc.).
. Ability to work under pressure and prioritize tasks effectively.

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