Incident and Problem Manager

The Incident and Problem Manager is responsible for ensuring the effective management of incidents and problems across the organization, minimizing business impact, and driving service quality improvements. This role combines operational excellence with strategic initiatives in Continual Service Improvement (CSI) and Knowledge Management, ensuring that lessons learned and best practices are embedded into IT processes.

Incident Management:

• Manage the end-to-end Incident Management process to ensure timely resolution and minimal disruption to business operations.
• Act as the escalation point for major incidents and coordinate resolution efforts across teams.
• Ensure accurate incident categorization, prioritization, and communication to stakeholders.

Problem Management:

• Lead root cause analysis for recurring or high-impact issues and implement permanent fixes.
• Maintain and manage the Known Error Database (KEDB) and Problem Records.
• Collaborate with technical teams to identify trends and proactively prevent incidents.

Continual Service Improvement (CSI):

• Drive CSI initiatives by analyzing performance metrics, identifying improvement opportunities, and implementing process enhancements.
• Develop and maintain CSI plans aligned with ITIL best practices and organizational goals.
• Facilitate regular reviews of processes and services to ensure alignment with business needs.

Knowledge Management:

• Establish and maintain a robust Knowledge Management framework to capture, share, and reuse knowledge effectively.
• Ensure knowledge articles are accurate, up-to-date, and accessible to support faster incident resolution.
• Promote a culture of knowledge sharing across IT teams and stakeholders.

• Strong understanding of ITIL v4 practices (Incident, Problem, CSI, Knowledge Management).
• Excellent analytical and problem-solving skills with a proactive mindset.
• Ability to manage major incidents under pressure and communicate effectively with stakeholders.
• Experience in implementing CSI initiatives and driving process improvements.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy).
• Strong documentation and knowledge management capabilities.

• Bachelor's degree in IT, Computer Science, or related field.
• ITIL v4 Foundation certification (Intermediate or Expert preferred).
• Minimum 5+ years of experience in Incident and Problem Management roles.