Incident & Problem Manager

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KEY EXPECTED ACHIEVEMENTS:

Incident Management:

• Track and manage the status of major incidents, ensuring timely updates and communication to stakeholders.

• Minimize business impact by ensuring efficient incident resolution through coordination with the appropriate support teams.

• Monitor adherence to SLAs, ensuring incidents are resolved within agreed timelines.

• Provide clear and concise updates to senior leadership on the status and progress of major incidents.

Problem Management:

• Drive root cause analysis (RCA) quality to prevent recurrence of incidents.

• Ensure thorough documentation of problem records and RCAs, following industry best practices.

• Monitor and validate the implementation of corrective and preventive actions.

Process Improvement:

• Continuously assess and improve incident and problem management processes to enhance efficiency and effectiveness.

• Develop and implement best practices, leveraging ITIL frameworks where applicable.

• Identify trends and patterns in incidents and problems and recommend proactive solutions.

Collaboration:

• Act as the primary point of contact for major incidents, coordinating with cross-functional teams and external partners.

• Collaborate with teams across different time zones to ensure seamless resolution of incidents.

• Foster strong relationships with internal and external stakeholders, including vendors and third-party support teams.

24x7 Incident Support:

• Ensure 24x7 availability to manage critical incidents, leveraging and coordinating with dedicated support teams.

• Establish and maintain an on-call schedule to address major incident escalations promptly.

Reporting and Metrics:

• Develop and present incident and problem management performance reports, highlighting trends and areas for improvement.

• Track and report on KPIs, including mean time to resolution (MTTR) and first-time fix rates.

Required Technical Skills:

• Strong knowledge of ITIL framework (certification preferred).

• Proficiency in incident and problem management tools such as ServiceNow, Remedy, or similar platforms.

• Experience with root cause analysis techniques and tools.

• Familiarity with infrastructure technologies, including networking, servers, databases, and cloud environments.

• Knowledge of monitoring and alerting tools like Splunk, Dynatrace, or SolarWinds.

• Understanding of cybersecurity principles and their impact on incident resolution.

• Ability to analyze and interpret technical data to identify trends and patterns.

Availability

• Flexibility to work 3-4 days from the office while managing cross-country collaboration remotely.

• Availability to oversee and coordinate 24x7 support for major incidents.