Incident and Problem Manager

Responsibilities

Own and manage the end-to-end major incident process acting as the primary escalation point for high-severity incidents; Lead incident response efforts while coordinating cross-functional teams to restore service as quickly as possible; Define and improve incident and problem management processes ensuring consistent execution; Drive root cause analysis and problem management activities and ensure recurring issues are identified and permanently resolved; Maintain and leverage a Known Error Database to document workarounds and solutions; Analyze incident trends and performance metrics to identify systemic issues and improvement opportunities; Partner with engineering, service owners, and change management to implement fixes and prevent recurrence; Produce regular reporting on KPIs

Requirements

Bachelor’s degree required; 5-8 years of experience in IT service management; Experience managing major incidents in mission-critical environments; Hands-on experience with Jira Service Management or similar ITSM tooling; Strong understanding of incident lifecycle management, escalation, and service restoration

Nice to have

ITIL certification