Role: Incident and Problem Manager
Mission: Ensure seamless IT service delivery by swiftly resolving technology incidents and implementing proactive measures to prevent future disruptions.
Key Accountabilities:
- Incident Management:
- Rapidly resolve incidents impacting customers, collaborating with support teams to minimize downtime.
- Escalate process breakdowns, ensure timely resolution, and maintain accurate records.
- Analyze incident trends, identify areas for improvement, and optimize incident management processes.
- Problem Management:
- Conduct thorough root cause analyses to identify underlying issues and implement corrective actions.
- Drive proactive measures to prevent incident recurrence, maintaining a knowledge base of known errors.
- Continuously monitor and report on problem management KPIs to ensure effective problem resolution.
Requirements:
- 5-10 years of experience in incident and problem management
- Experience in a regulated financial institution and understanding of digital payments landscape (advantageous)
- Technical expertise in cloud technology components, ServiceNow, and AWS
- ITIL 4 certification (preferred)
Objective: Ensure IT service continuity, minimize business impact, and drive continuous improvement through effective incident and problem management.
