I. BASIC PURPOSE / JOB BRIEF:

The incident and problem manager will oversee the effective management of both incidents and problems within the organization, ensuring minimal service disruption and continuous service improvement. This role combines the key responsibilities of incident resolution and root cause analysis, ensuring incidents are handled swiftly and
problems are addressed at their core. Utilizing ITIL best practices, the manager will work closely with various teams to deliver high-quality service outcomes, identify recurring issues, and drive proactive improvements. This position requires a detailed-oriented and solution – driven individual with strong communication and leadership
skills to coordinate efforts across multiple functions.

II. MAJOR RESPONSIBILITIES AND DUTIES:

Incident Management

• Lead the incident management process to ensure timely detection, recording, categorization and resolution of incidents
• Coordinate and prioritize incidents to meet SLAs, minimizing downtime and business impact
• Ensure proper communication with stakeholders regarding incident status and resolution progress
• Provide post-incident reviews to identify any lessons learned and ensure corrective actions are taken to prevent future occurence
• Continuously monitor incident trends to proactively identify potential issue sand implement preventive measures

Problem management
 

• Lead the problem management process to investigate and analyze recurring incidents to determine root causes
• Develop and implement strategies for resolving problems and preventing future incidents by identifying and eliminating root causes
• Work with cross functional teams to implement permanent solutions, including corrective actions and work around
• Provide regular updates on problem status, including resolution timelines and root cause analysis.
• Ensure that problem records are created, tracked and resolved in alignment with ITIL best practices.

Service Improvement

• Collaborate with incident, problem and change management teams to ensure alignment of processes and identify areas for continuous improvement
• Analyze incident and problem trends to propose and implement process improvements that will reduce future incidents and enhance service stability
• Conduct regular service reviews to assess performance against KPIs and SLAs making recommendations for improvement.

Documentation and Reporting

• Maintain accurate documentation of incidents, problems, root cause analysis, and resolutions
• Prepare detailed incident problem management report for internal teams and stake holders
• Ensure compliance with ITIL standards and best practices in all documentation and proccesses.

III. JOB SPECIFICATIONS

Educational Requirement:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience Requirement:

• Minimum 3 yeas experience in incident and problem management in an IT service management environment
• Strong knowledge and practical experience with ITIL frameworks and best practices
• Experience in managing incidents and problems across diverse IT environments and platforms
• Familiarity with ITSM tools (ex: ServiceNow)

Skills and Attributes:

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills with the ability to work effectively with technical and non-technical teams
• Ability to prioritize and manage multiple tasks in fast – paced environment
• Strong understanding of service management processes, including incident, problem and change management.