Job Description

We are looking for a dynamic and experienced Manager - Incident & Problem Management to lead the resolution of major incidents and drive root cause analysis across our IT landscape. This role ensures minimal disruption to business operations and fosters a culture of continuous improvement through effective problem management practices.

Key Responsibilities:

Incident Management (MIM):

Lead and coordinate the resolution of high-severity incidents across infrastructure, applications, and services. Ensure timely and accurate communication to stakeholders during major incidents. Facilitate war rooms and bridge calls to drive incident resolution. Maintain incident logs, dashboards, and performance metrics. Conduct post-incident reviews and ensure documentation of lessons learned.

Problem Management:

Own and manage the Problem Management process, ensuring alignment with ITIL standards. Identify recurring incidents and potential problems through trend analysis. Drive root cause analysis (RCA) and ensure implementation of corrective and preventive actions. Maintain the Known Error Database (KEDB) and ensure knowledge sharing across teams. Collaborate with engineering and support teams to eliminate underlying issues.

Process Governance & Continuous Improvement:

Monitor and improve KPIs related to incident and problem management (MTTR, MTTI, RCA closure rate, etc.). Conduct regular process audits and maturity assessments. Provide training and awareness sessions on incident and problem management best practices.

Stakeholder Management:

Act as the primary point of contact for incident and problem escalations. Engage with business units, service owners, and vendors to ensure effective resolution and prevention strategies. Prepare and present reports to senior leadership on incident trends, RCA outcomes, and improvement plans.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field. ITIL Foundation certification (Intermediate or Expert preferred). 8 - 12 years of experience in IT Service Management, with at least 3 years in incident/problem management. Strong understanding of enterprise IT infrastructure, applications, and service delivery models. Excellent communication, leadership, and analytical skills.

Preferred Skills:

Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent. Familiarity with cloud platforms (AWS, Azure, GCP). Exposure to DevOps and Agile environments. * Ability to work under pressure and manage multiple priorities effectively.