Incident and Problem Manager

I. MAJOR RESPONSIBILITIES AND DUTIES:

Incident Management

• Lead the incident management process to ensure timely detection, recording, categorization
• and resolution of incidents
• Coordinate and prioritize incidents to meet SLAs, minimizing downtime and business impact
• Ensure proper communication with stakeholders regarding incident status and resolution progress
• Provide post-incident reviews to identify any lessons learned and ensure corrective actions
• are taken to prevent future occurrences
• Continuously monitor incident trends to proactively identify potential issue sand implement preventive measures

Problem management

• Lead the problem management process to investigate and analyze recurring incidents to determine root causes
• Develop and implement strategies for resolving problems and preventing future incidents by identifying and eliminating root causes
• Work with cross functional teams to implement permanent solutions, including corrective
• actions and work around
• Provide regular updates on problem status, including resolution timelines and root cause analysis
• Ensure that problem records are created, tracked and resolved in alignment with ITIL best practices

Service Improvement

• Collaborate with incident, problem and change management teams to ensure alignment of processes and identify areas for continuous improvement
• Analyze incident and problem trends to propose and implement process improvements that will reduce future incidents and enhance service stability
• Conduct regular service reviews to assess performance against KPIs and SLAs making recommendations for improvement

Documentation and Reporting

• Maintain accurate documentation of incidents, problems, root cause analysis, and resolutions
• Prepare detailed incident problem management report for internal teams and stake holders
• Ensure compliance with ITIL standards and best practices in all documentation and processes.

II. JOB SPECIFICATIONS

• Educational Requirement:
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience Requirement:
• Minimum 3 yeas experience in incident and problem management in an IT service management environment
• Strong knowledge and practical experience with ITIL frameworks and best practices
• Experience in managing incidents and problems across diverse IT environments and platforms
• Familiarity with ITSM tools (ex: ServiceNow)

Skills and Attributes

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills with the ability to work effectively with technical and non-technical teams
• Ability to prioritize and manage multiple tasks in fast – paced environment
• Strong understanding of service management processes, including incident, problem and change management

I. MAJOR RESPONSIBILITIES AND DUTIES:

Incident Management

• Lead the incident management process to ensure timely detection, recording, categorization
• and resolution of incidents
• Coordinate and prioritize incidents to meet SLAs, minimizing downtime and business impact
• Ensure proper communication with stakeholders regarding incident status and resolution progress
• Provide post-incident reviews to identify any lessons learned and ensure corrective actions
• are taken to prevent future occurrences
• Continuously monitor incident trends to proactively identify potential issue sand implement preventive measures

Problem management

• Lead the problem management process to investigate and analyze recurring incidents to determine root causes
• Develop and implement strategies for resolving problems and preventing future incidents by identifying and eliminating root causes
• Work with cross functional teams to implement permanent solutions, including corrective
• actions and work around
• Provide regular updates on problem status, including resolution timelines and root cause analysis
• Ensure that problem records are created, tracked and resolved in alignment with ITIL best practices

Service Improvement

• Collaborate with incident, problem and change management teams to ensure alignment of processes and identify areas for continuous improvement
• Analyze incident and problem trends to propose and implement process improvements that will reduce future incidents and enhance service stability
• Conduct regular service reviews to assess performance against KPIs and SLAs making recommendations for improvement

Documentation and Reporting

• Maintain accurate documentation of incidents, problems, root cause analysis, and resolutions
• Prepare detailed incident problem management report for internal teams and stake holders
• Ensure compliance with ITIL standards and best practices in all documentation and processes.

II. JOB SPECIFICATIONS

• Educational Requirement:
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience Requirement:
• Minimum 3 yeas experience in incident and problem management in an IT service management environment
• Strong knowledge and practical experience with ITIL frameworks and best practices
• Experience in managing incidents and problems across diverse IT environments and platforms
• Familiarity with ITSM tools (ex: ServiceNow)

Skills and Attributes

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills with the ability to work effectively with technical and non-technical teams
• Ability to prioritize and manage multiple tasks in fast – paced environment
• Strong understanding of service management processes, including incident, problem and change management