Incident Management:
- Quickly drive incidents to resolution.
- Coordinate efforts across L2 and L3 support teams for timely incident resolution.
- Escalate cases involving process failures that delay resolution or result in SLA breaches.
- Attend regular incident review meetings to ensure open incidents are addressed promptly.
- Generate periodic service reports for stakeholders.
- Analyze incident trends to identify opportunities for improvement.
- Ensure incidents are documented accurately according to the Incident Management process.
- Monitor and report on Incident Management KPIs.
- Conduct reviews of major incidents to capture insights and finalize improvement actions.
Problem Management:
- Lead root cause analysis sessions to identify fundamental issues and preventive measures.
- Track follow-up actions to ensure timely resolution of problem tickets.
- Analyze and log problem tickets for future reference.
- Serve as the gatekeeper for all known errors.
- Monitor and report on Problem Management KPIs.
Qualifications:
- Minimum 5 years of experience in incident and problem management within a large organization.
- Excellent communication skills, capable of conveying complex information clearly.
- Interpersonal abilities to manage customer relationships effectively.
- Analytical mindset with the ability to navigate complex technical and process-related issues.
- Self-driven and capable of working independently.
- Experience in a regulated industry.
- ITIL 4 certification.
- Experience with ServiceNow is advantageous.
