Problem/Incident Manager

Role Overview:

We are seeking two highly skilled professionals to fill the roles of Business Incident Manager and Problem Manager. These roles are critical in ensuring the smooth operation of IT systems within a regulated institution. The ideal candidates will have extensive experience in driving incident and problem-resolution tasks, as well as excellent leadership and stakeholder management skills. The positions involve managing and coordinating resolution efforts, improving incident and problem management processes, and ensuring timely delivery and restoration.

Key Responsibilities:

• Incident & Problem Resolution: Drive incident and problem task forces, coordinating activities for quick restoration and efficient problem resolution. Participate in decision forums to ensure operational stability.
• Cross-Functional Collaboration: Work with organisational stakeholders to mitigate risks and identify root causes through cross-functional analysis.
• Permanent Fixes: Follow up on problem tickets, ensuring that permanent fixes are implemented. Facilitate forums for cross-team improvements.
• Process Development: Contribute to the development and continuous improvement of incident and problem management processes in line with company strategies and frameworks.
• Team Leadership: Lead and motivate the team, ensuring open communication and transparency in task delivery. Empower team members, coach for growth, and ensure alignment with goals and timelines.
• Stakeholder Management: Engage efficiently with stakeholders, ensuring that incidents are communicated effectively and that solutions are agreed upon on time.
• Documentation: Prepare and present professional-level reports and documentation related to incident and problem management processes.

Experience & Qualifications:

• Experience: 3-5 years of experience in IT incident and problem management, particularly within regulated industries such as banking or finance.
• Leadership: 2-3 years of leadership experience in a business role, particularly in fast-paced environments requiring rapid resolution.
• Incident & Problem Resolution: Extensive experience in driving incident resolution and problem-solving task forces at a high level.
• Documentation: Strong proficiency in preparing reports, incident/problem documentation, and professional communication.
• Adaptability: Demonstrated ability to manage change and drive quick action in response to evolving situations.
• Stakeholder Management: Exceptional interpersonal skills, with the ability to influence and get results through collaboration.
• Certifications: ITIL certification in Incident & Problem Management is preferred.

Additional Information:

• Incident Management: Manages tickets created when unexpected interruptions or degradations in business applications occur.
• Problem Management: Handles tickets generated from incident tickets to diagnose the underlying cause and develop permanent solutions to prevent future occurrences.