IT Incident Management Analyst

Irvine, CA
Contracted
Mid Level
ITIL Incident Management/IT Ops Analyst

Location: Irvine, CA – 5 days onsite

Duration: 6 months

 
Job Description:

 
Problem Management Execution

Own the end-to-end Problem Management lifecycle in alignment with ITIL practices
Perform 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 teams
Incident & Major Incident Support

Support Major Incident Management (MIM) process during high-severity incidents
Participate in incident bridge calls, ensuring proper coordination and communication
Conduct Post-Incident Reviews (PIRs) and ensure actionable follow-ups
ServiceNow & Process Governance

Utilize ServiceNow for Problem, Incident, and Change tracking
Ensure data quality, categorization accuracy, and SLA adherence
Create dashboards and reports for trend analysis and recurring issue identification
Continuous Improvement & Operations Alignment

Identify recurring incidents and systemic issues impacting service stability
Partner with Infrastructure, Network, and Application teams to drive preventive actions
Recommend automation opportunities and operational improvements
Contribute to runbook and knowledge base enhancements
Required Qualifications

3–5 years of hands-on experience in Problem Management or Incident Management within IT Operations
ITIL certified
Strong 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 Reviews
Willingness to participate in 24×7 on-call rotation
Flexibility to support early morning / late evening operational needs
 
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