Incident & Problem Manager
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KEY EXPECTED ACHIEVEMENTS:
Incident Management:
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Track and manage the status of major incidents, ensuring timely updates and communication to stakeholders.
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Minimize business impact by ensuring efficient incident resolution through coordination with the appropriate support teams.
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Monitor adherence to SLAs, ensuring incidents are resolved within agreed timelines.
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Provide clear and concise updates to senior leadership on the status and progress of major incidents.
Problem Management:
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Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
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Ensure thorough documentation of problem records and RCAs, following industry best practices.
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Monitor and validate the implementation of corrective and preventive actions.
Process Improvement:
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Continuously assess and improve incident and problem management processes to enhance efficiency and effectiveness.
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Develop and implement best practices, leveraging ITIL frameworks where applicable.
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Identify trends and patterns in incidents and problems and recommend proactive solutions.
Collaboration:
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Act as the primary point of contact for major incidents, coordinating with cross-functional teams and external partners.
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Collaborate with teams across different time zones to ensure seamless resolution of incidents.
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Foster strong relationships with internal and external stakeholders, including vendors and third-party support teams.
24x7 Incident Support:
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Ensure 24x7 availability to manage critical incidents, leveraging and coordinating with dedicated support teams.
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Establish and maintain an on-call schedule to address major incident escalations promptly.
Reporting and Metrics:
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Develop and present incident and problem management performance reports, highlighting trends and areas for improvement.
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Track and report on KPIs, including mean time to resolution (MTTR) and first-time fix rates.
Required Technical Skills:
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Strong knowledge of ITIL framework (certification preferred).
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Proficiency in incident and problem management tools such as ServiceNow, Remedy, or similar platforms.
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Experience with root cause analysis techniques and tools.
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Familiarity with infrastructure technologies, including networking, servers, databases, and cloud environments.
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Knowledge of monitoring and alerting tools like Splunk, Dynatrace, or SolarWinds.
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Understanding of cybersecurity principles and their impact on incident resolution.
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Ability to analyze and interpret technical data to identify trends and patterns.
Availability
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Flexibility to work 3-4 days from the office while managing cross-country collaboration remotely.
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Availability to oversee and coordinate 24x7 support for major incidents.
