**Introduction** We are seeking an experienced IT Incident Management Specialist with solid experience to join our team and oversee the end-to-end Problem Management process for non-major problem tickets. This role focuses on reducing backlog, improving cycle times, and ensuring high-quality corrective and preventive actions to enhance IT service stability. The ideal candidate will have strong analytical skills, ITIL process knowledge, and experience with ServiceNow. **Your role and responsibilities** '- Analyze incident trends and create Problem tickets not automatically generated by ServiceNow (e.g., recurring incidents, proactive analysis). - Assign Problem tickets and monitor progress. - Assist assignees with Root Cause Analysis (RCA), including "5 Why’s" methodology. - Facilitate identification and implementation of actions for detection, correction, and prevention of future incidents. - Communicate with Problem ticket assignees to ensure timely completion of tasks. - Review and validate Problem tickets; oversee approval steps for closure. - Generate reports and respond to inquiries regarding Problem Management activities. - Identify opportunities to improve Problem Management processes and overall efficiency. - Collaborate with IT Operations leadership to manage workload and priorities. **Required technical and professional expertise** · ITIL Framework Knowledge - Strong understanding of ITIL Problem Management processes. · Root Cause Analysis Expertise - Ability to perform structured RCA and recommend preventive measures. · ServiceNow Proficiency - Experience creating and managing Problem tickets in ServiceNow. · Analytical & Reporting Skills - Ability to analyze data and produce actionable insights. · Communication & Collaboration - Strong interpersonal skills to work across teams and ensure timely resolution. · Advanced/Fluent English. **Preferred technical and professional experience** '- Experience in large-scale IT environments. - Familiarity with automation tools for Problem Management. - Advanced data analysis skills (Excel, Power BI, or similar). - Knowledge of SLA management and performance metrics. - Continuous improvement mindset with experience in process optimization IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.