ITSM Incident & Problem Manager

Job description

Incident & Major Incident management Key Responsibilities: - Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making - Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency ITSM Process Ownership & Governance: - Enforce ITIL-aligned Incident and Problem Management practices - Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups - Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes - Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards Service Availability, Reliability & KPIs: - Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence - Use observability data to proactively identi...