Job Responsibilities:
Incident Management
Manage the Incident Management (IM) space, ensuring timelycommunication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty
Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed.
Monitor performance metrics and dashboards to identify and drive process improvements.
Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre).
Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication.
Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions.
Problem Management
Manage the Problem Management function to strengthen ITSM/ITSO practices.
Perform Root Cause Analysis using methods such as 5 Whys, Ishikawa, or Kepner-Tregoe.
Present the RCA in the PM Review forum and permanent fix and drive continuous improvement of the technology service Operations.
Train and support members on problem management processes, emphasizing RCA processes & protocols.
Work with the ServiceNow team to improve the ITSM Problem Management module according to ITIL 4 standards.
Conduct lessons learned to strengthen prevention and response strategies.
Job Requirements:
A minimum of 6 years of experience in the IT Service Management space operating as an Incident Manager or Problem Manager.
Lead and manage the Problem Management function to strengthen overall ITSM/ITSO practices and enhance service reliability.
Perform structured Root Cause Analysis (RCA) using proven methodologies such as 5 Whys, Ishikawa (Fishbone Diagram), and Kepner-Tregoe to identify underlying causes of recurring issues.
Present RCA findings and permanent corrective actions in the Problem Management Review Forum, driving continuous improvement across technology service operations.
Collaborate with cross-functional teams to ensure timelyimplementation of permanent fixes and preventive measures.
Train and mentor team members on Problem Management processes, emphasizing RCA techniques, documentation standards, and adherence to ITIL 4 protocols.
Partner with the ServiceNow platform team to enhance and optimizethe Problem Management module, ensuring alignment with ITIL 4 best practices and organizational needs.
Facilitate “lessons learned” sessions following major incidents or problems to strengthen prevention, response, and recovery strategies.
Continuously review and refine Problem Management processes to improve efficiency, reduce recurrence, and support proactive service stability.
