Incident & Problem Manager
Skills
About This Role
1. Incident Management & Coordination
- Active Monitoring: Oversee the global ticket queue to ensure incidents are being handled within defined SLAs across all regions.
- Escalation Management: Proactively identify unassigned or "at-risk" tickets approaching SLA breaches; escalate with internal resolver groups and third-party vendors.
- Major Incident Communication: Create and share post-incident summary reports with business stakeholders using agreed communication channels.
- Reporting: Generate and analyze regular incident statistics to identify trends and performance gaps.
- 2.
- Problem Management & Root Cause Analysis (RCA)
- Ticket Initiation: Automatically trigger and create Problem tickets following any Major Incident or upon identifying recurring incident patterns.
- Resolution Coordination: Lead "Post-Mortem" meetings and coordinate cross-functional efforts to ensure permanent fixes are implemented.
- Trend Analysis: Proactively review incident data to identify underlying issues before they result in service downtime.
3. Process, Governance & Documentation
- Knowledge Base maintenance: Own and keep up to date the Standard Operating Procedures (SOPs) and Knowledge Base articles.
- Methodology Support: Act as a subject matter expert on Incident and Problem management processes; provide guidance to users and resolver groups when needed.
- Continuous Improvement: Identify bottlenecks in the current ITSM workflows, processes and procedures and suggest enhancements to improve efficiency.
Key Performance Indicators (KPIs)
- MTTR (Mean Time to Resolve): Reduction in average resolution times via proactive handling of tickets queue.
- SLA Compliance: Percentage of tickets resolved within agreed-upon timeframes.
- Problem Backlog: timely closure of RCA actions and reduction in recurring incidents.
- Stakeholder Satisfaction: feedback on Incident and Problem Management processes performance.
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