Manager, Incident & Problem Management

Key Responsibilities

• Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports

• Assume the role of Problem Coordinator in the Problem Management process.

• Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including:

• Problem Logging

• Problem Investigation & diagnosis

• Post Incident Review Evaluation

• Impact details Evaluation

• RCA stakeholders Identification

• Steer RCA meetings

• Root cause and RCA actions conclusion

• Risk identification and escalation.

• Repeat Incident Analysis

• Participate in or lead Service Improvement Plans (SIPs).

Skills And Experience

Problem Management Process Expert

Known Error Database Advanced

Regulatory Guideline Entry

ServiceNow Tool Advanced

Incident & Change Management Advanced

Business Writing and Elocutions Expert

Technology Infrastructure – Operating Systems (UNIX, Windows), Database, Network and Cloud Core

Qualifications

Minimum 10 years of experience in Event ,Incident &Problem Management.

Industries: Banking, Financial Services, Investment Banking