Incident, Problem and Change Management (IPC) Analyst

Company Profile: Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com. Job Title: IPC Position: SSE/LA Experience: 4 to 7 years Category: Software Development/ Engineering Shift: 24/7 Rotational Shift Main location: Bangalore Position ID: J0826-0459 Employment Type: Full Time Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 4 years of relevant experience. 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.