About Carsome
At Carsome, we believe in “Do More With Less,” “Think Big, Start Small,” and “Be An Owner.” We’re on a mission to build the end-to-end used auto ecosystem powered by technology, data and trust. Join us in ensuring operational excellence across our platforms, helping reduce downtime, enhancing system stability, and enabling scale.
Role Overview
As an Incident, Problem & Change Analyst at Carsome, you will own the lifecycle of incidents, problems, and changes across our IT and platform environment. You’ll work cross-functionally to minimize disruption, drive root cause resolution, manage risk in change, and continuously improve how we operate.
You’re the backbone during fire drills, the detective for recurring issues, and the process guard to ensure changes don’t break production.
Your Day - To - Day
Incident Management
● Be the primary responder for incidents: triage, prioritize, diagnose, coordinate, resolve, and close within SLAs.
● Mobilize appropriate technical teams and ensure stakeholders are updated in a timely, structured manner.
● Facilitate major incident calls and post-mortem reviews.
Problem Management
● Analyse incident trends and recurring patterns to identify underlying problems.
● Run root cause analyses (RCA) and track resolution of problems (temporary & permanent fixes).
● Maintain our Known Error / Workaround database and ensure knowledge articles are up to date.
Change Management
● Assess, categorize, and review change requests for risk, impact, dependencies, and resource needs.
● Coordinate change scheduling and ensure adherence to governance (including CAB).
● Conduct post-change reviews — capture lessons learned, rollback triggers, and process gaps.
Reporting & Metrics
● Produce dashboards and reports: SLA adherence, incident count, recurring incidents, change success rate, etc.
● Identify trends, carry out capacity / risk modelling, and suggest mitigations.
Process & Continuous Improvement
● Propose, lead, or participate in process improvements, automation, or tooling enhancements.
● Ensure process documentation, SOPs, and knowledge base are maintained.
Collaboration & Communication
● Act as the bridge: translate technical updates to non-technical stakeholders, coordinate across infrastructure, dev, ops, and business functions.
● Assist in training, onboarding, and awareness of incident/problem/change practices across teams.
Other
● Must be available for on-call / after hours / weekends for critical incidents or emergency changes.
● Engage in runbooks, war rooms, and escalation paths when needed.
Your - Know- How
● Bachelor’s degree in CS, IT, Engineering or equivalent experience.
● Experience in IT operations / support / SRE / service management roles.
● Proven familiarity with ITIL (Foundation minimum); experience with Incident / Problem / Change domains.
● Hands-on experience with ITSM or incident tooling (e.g. ServiceNow, JIRA Service Desk, Remedy, PagerDuty, etc.).
● Strong analytical mindset: pattern recognition, root cause discovery, data-driven decisions.
● Excellent communication: clear updates under pressure to both technical and non-technical audiences.
● Ability to prioritize under duress, manage multiple tasks, stay calm during outages.