Job Description

About You As the Incident & Problem Manager, you will be structuring the ITIL best policy and practice framework for Incident & Problem management and ensuring the compliance for operation BAU. You will own, drive, and support the end-to-end Incident and Problem management process. You are the bridge between the Technology and Business worlds for the respective region. Your Day-to-Day Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to the Service Desk manager and/or relevant support teams Manage collaborative efforts with the different stream of technology support teams keeping business\'s reported outage recovery efforts as objective and meet the business\'s service level agreements Accountable for quicker recovery efforts by identifying possible work around or permanent fix - which every is quicker for restoration of the reported outage by leading, facilitating, and chairing recovery calls Engaging relevant support teams for investigations on all major incidents / problem with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA Ensures timely communications to stakeholders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. Demonstrate effective servant leadership skills in Management of people, processes, and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs. Initiate and manage related problem management process, create problem ticket for Major incident and own the Root cause analysis (RCA). Ensuring reduction in Incidents by effective Problem Management. 24/7 on-call standby duties for major incident and problem Your Know-How Bachelor\'s Degree in information technology/Computer Science (or relevant) Minimum Five (5) years relevant working experiences in Incident / Crisis / Problem management with a proven track. ITIL Foundation v3 Certification or higher Proven experience as Incident and Problem Manager. Strong leadership skills to drive internal stakeholders, with the ability to work largely unsupervised and see tasks through to completion without regular follow-up. Practice Agile development methodologies and principles. Excellent analytical skills and problem-solving abilities with a focus on continuous improvement Experience of driving process improvements Experience in developing policies and processes and possesses skills in the management of service or architecture processes. Excellent risk analytical and management skills Excellent verbal and written communication skills and relationship building skills Dynamic, highly motivated, and result-oriented team player with good interpersonal skills Building and maintaining relationships at all levels Willing to learn new technologies and systems quickly, and adapt to a very fast paced, fast-changing environment. Good technical aptitude including excellent troubleshooting skills. A self-starter attitude, with an ability to tackle complex issues independently.

Monster