Incident & Problem Management Process Owner

Summary

The main purpose of this role is to oversee and improve the Incident and Problem Management processes within the organization, guiding a team of managers to resolve critical incidents effectively while optimizing workflows.

Main Responsibilities:

• Lead and manage the activities of Incident and Problem Managers.
• Ensure the effectiveness of incident and problem resolution processes.
• Coordinate crisis management and communication during critical incidents.
• Animate the process for asset management.
• Analyze performance metrics and implement enhancements to optimize process efficiency (KPIs).
• Drive continuous improvement initiatives.
• Provide training and guidance on best practices in Incident and Problem Management.
• Conduct regular audits of documentation for accuracy and completeness.

Key Requirements:

• 7+ years of experience in Incident and Problem Management.
• Expert-level skills in ITIL and ITSM processes.
• Proven track record in Major Incident Management.
• Expertise in ICT Problem Management Techniques.
• Strong analytical thinking abilities.
• Proficient in reporting and process governance.

Nice to Have:

• Experience with crisis communication.
• Familiarity with performance metric analysis tools.
• Background in continuous improvement initiatives.

Other Details:

• Location: Not specified.
• Team Structure: 24/7 Major Incident management team.
• Project Context: Focus on optimizing the incident and problem resolution processes.