About this Incident and Problem Management Support role at Encora
Incidents & Problem Management
• ITIL Knowledge: Familiarity with ITIL processes, especially Incident Management, Problem Management, and Change/Release Management.
• Troubleshooting & Root Cause Analysis: Ability to analyze incidents, identify patterns, and assist in problem resolution.
• Deployment & Release Coordination: Understanding of deployment processes & version control
• Follow-up & Escalation Skills: Proactive in chasing pending actions and escalating when necessary.
• Clear Reporting: Prepares status updates and post-incident reports.
• Adherence to SLAs & Compliance: Ensures timely follow-ups and closure of incidents/problems within agreed SLAs.
• Documentation Skills: Familiar with ITSM tools (e.g., ServiceNow).
• Change Management Awareness: Understands risk assessment and approval workflows for deployments.
Product Management
1. Product Backlog Management & Execution
• Manages the product backlog & translates business requirements into functional and system requirements for IT solutions
• Leads delivery execution by providing direction, clarifications, and decisions to avoid delays or misalignment
• Ensures successful delivery through SIT, UAT, and ORT, validating solutions against functional requirements
• Acts as a subject matter expert in business processes and supporting IT solutions
• Collaborates and influences multiple stakeholders (business, IT teams, third party vendors, Group IT) throughout the product lifecycle
Project Management
1. Project Planning & Execution
• Ability to manage small to medium-sized projects, can be related to deployments or problem remediation.
2. Stakeholder Engagement
• Strong communication and coordination across technical teams, vendors, and business units.
3. Financial Reporting & Forecasting
• Generates cost summaries and budget utilization reports for management.
• Supports budgeting for deployment activities and problem resolution initiatives.