Responsibilities:
- Lead and manage the resolution of significant incidents and problems within the IT environment
- Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner
- Ensure that correct and adequate workaround solutions and/or permanent fixes are made available to the business
- Monitoring the effectiveness of problem management processes and making recommendations for improvement
- Initiate investigations to resolve potential service interruptions and those caused by incidents
- Lead post mortem investigations into high impact failures
- Participate in problem reviews, root cause analysis and trend analysis
- Collaborate with Incident Management to provide root cause analysis and restore service(s)
- Align and Implement ITSM/ITIL best practices for Incident Management, Problem Management, Knowledge Management, Event Management, and Continuous Improvement.
- Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.
Qualifications:
- Bachelor's degree in computer science, engineering or related technical training
- Understanding of Enterprise IT management frameworks (e.g., ITIL v3/v4 processes)
- Experience leading and managing teams
- Experience with incident and problem management processes and tools
- Strong analytical and problem-solving skills
- Excellent communications and interpersonal skills
- Ability to work effectively under pressure and meet deadlines
