Description:
We are seeking an experienced Major Incident Manager to join our team. The incumbent will be responsible for designing, implementing, and optimizing incident and problem management processes in accordance with ITIL best practices. The ideal candidate will have a deep understanding of IT service management principles, particularly in the areas of incident and problem resolution, and will possess strong analytical and process improvement skills. This role requires the ability to collaborate effectively with cross-functional teams to streamline workflows, enhance service quality, and drive continuous improvement initiatives.
Responsibilities:
- Design, document, and implement ITIL-compliant incident and problem management processes, workflows, and procedures to ensure efficient and effective handling of service disruptions and underlying issues.
- Define incident and problem categorization, prioritization, and escalation criteria in alignment with business priorities and service level agreements (SLAs).
- Collaborate with stakeholders to establish incident and problem management metrics, KPIs, and reporting mechanisms to monitor process performance and identify areas for improvement.
- Conduct regular reviews and assessments of incident and problem management processes to identify bottlenecks, inefficiencies, and opportunities for optimization.
- Develop and deliver training programs and materials to educate IT support teams and stakeholders on incident and problem management processes, tools, and best practices.
- Act as a subject matter expert and advisor on incident and problem management processes, providing guidance and support to resolve complex issues and facilitate root cause analysis efforts.
- Coordinate with IT service desk, technical support, and infrastructure teams to ensure seamless integration of incident and problem management processes with other ITSM functions.
- Lead process improvement initiatives to enhance incident and problem resolution times, reduce recurrence rates, and improve overall service quality and customer satisfaction.
- Implement tools and technologies to automate and streamline incident and problem management workflows, including incident ticketing systems, knowledge bases, and diagnostic tools.
- Stay abreast of industry trends, emerging technologies, and best practices in incident and problem management, and incorporate relevant advancements into process design and optimization efforts.
- Qualifications:
- Bachelor's degree in information technology, computer science, or a related field.
- ITIL Foundation certification or higher, with specialized certifications in ITIL Incident Management and ITIL Problem Management preferred.
- Min 5 years of service operations experience working as major incident manager.
- Willingness to work in shifts roster.
- Strong stakeholder communications and engagement skills.
- ITIL V4 certified – preferably.