ITSM - SME

We are seeking an experienced Major Incident and Problem Management Manager to lead the organization's Incident and Problem Management functions. The ideal candidate will be responsible for ensuring rapid restoration of critical services, driving root cause analysis, improving service stability, maintaining SLA compliance, and ensuring adherence to ITIL-based operational processes.

Key Responsibilities

Major Incident Management

• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.
• Chair major incident bridge calls and coordinate cross-functional technical teams.
• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
• Drive service restoration efforts while minimizing business impact.
• Conduct post-incident reviews and ensure corrective actions are implemented.

Problem Management

• Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
• Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.
• Track and govern problem records through resolution.
• Drive permanent fixes and preventive measures to improve service stability.
• Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.

SLA & Service Governance

• Monitor and report on Incident and Problem Management SLAs and KPIs.
• Identify SLA breaches, perform trend analysis, and implement improvement plans.
• Develop and maintain service performance dashboards and executive reports.
• Ensure operational teams meet agreed service targets and commitments.

Process Compliance & Continuous Improvement

• Ensure compliance with Incident, Problem, Change, and Service Management processes.
• Conduct regular process audits and identify areas for improvement.
• Drive process standardization and automation initiatives.
• Support organizational ITSM maturity and continuous service improvement programs.
• Ensure adherence to governance, risk, and compliance requirements.

Stakeholder Management

• Act as the primary escalation point for critical incidents and service issues.
• Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.
• Present service performance, RCA findings, and improvement initiatives to senior management.
• Build strong relationships with business stakeholders and customers.

Required Skills & Experience

• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
  • Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
  • Proven experience managing P1/P2 incidents in complex enterprise environments.
  • Experience with SLA management, KPI reporting, and service governance.
  • Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
  • Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
  • Excellent communication, stakeholder management, and leadership skills.
  • Strong analytical and problem-solving capabilities.

Preferred Qualifications

• ITIL Foundation/Intermediate/Managing Professional certification.
  • Experience working in global 24x7 support environments.
  • Knowledge of Agile, DevOps, Cloud, and SRE practices.
  • Experience in process improvement and operational excellence initiatives.

Key Performance Indicators (KPIs)

• Major Incident Resolution Time (MTTR)
  • SLA Compliance Percentage
  • Reduction in Repeat Incidents
  • Problem Resolution Effectiveness
  • RCA Timeliness and Quality
  • Customer Satisfaction (CSAT)
  • Process Compliance Score
  • Service Availability and Stability Metrics