Summary
The main purpose of this role is to oversee and improve the Incident and Problem Management processes within the organization, guiding a team of managers to resolve critical incidents effectively while optimizing workflows.
Main Responsibilities:
- Lead and manage the activities of Incident and Problem Managers.
- Ensure the effectiveness of incident and problem resolution processes.
- Coordinate crisis management and communication during critical incidents.
- Animate the process for asset management.
- Analyze performance metrics and implement enhancements to optimize process efficiency (KPIs).
- Drive continuous improvement initiatives.
- Provide training and guidance on best practices in Incident and Problem Management.
- Conduct regular audits of documentation for accuracy and completeness.
Key Requirements:
- 7+ years of experience in Incident and Problem Management.
- Expert-level skills in ITIL and ITSM processes.
- Proven track record in Major Incident Management.
- Expertise in ICT Problem Management Techniques.
- Strong analytical thinking abilities.
- Proficient in reporting and process governance.
Nice to Have:
- Experience with crisis communication.
- Familiarity with performance metric analysis tools.
- Background in continuous improvement initiatives.
Other Details:
- Location: Not specified.
- Team Structure: 24/7 Major Incident management team.
- Project Context: Focus on optimizing the incident and problem resolution processes.
