Incident & Problem Management Officer

Qualifications:

• Proven experience in incident and problem management within an IT environment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Familiarity with ITIL or other ITSM frameworks is preferred.

Key Responsibilities:

• Manage and prioritize incident and problem tickets from initiation to resolution.
• Leads and coordinates the response to major incidents, ensuring a rapid and effective resolution.
• Touchbase with Service Desk to supplement the updates for advisories/announcements.
• Collaborate with IT support teams to ensure timely and effective incident resolution.
• Prepare incident report for major incidents and other incidents as requested, follows through with the approval up to release of the final report
• Facilitates the root cause analysis with different support units, identifying the root causes and permanent solutions.
• Follow through of problem tasks with support units to ensure completion of RCA and fixes
• Analyze incident trends, identifying repeat issues and measures for incident reduction.
• Develop and maintain documentation related to incident and problem management processes.
• Generate and analyze performance metrics to drive continuous improvement.