Job Summary
Job Title Incident & Problem Manager – Retail Technology Role Summary The Incident & Problem Manager is responsible for end‑to‑end management of retail incidents and problems, ensuring rapid service restoration, effective stakeholder communication, and long‑term elimination of recurring issues. The role plays a critical part in protecting store availability, customer experience, SLA compliance, and audit readiness across distributed retail environments. Key Responsibilities Incident Management (Operational Stability) Own and manage Priority 1–4 incidents impacting retail stores, platforms, and users. Lead Major / Critical Incident bridges, ensuring structured coordination and timely recovery. Drive triage, escalation, and resolution across Service Desk, Remote Support, Field Support, Vendors, and Engineering teams. Ensure incidents are logged, categorized, prioritized, and closed correctly in ITSM tools. Provide clear, timely, and business‑focused communications to key stakeholders during incidents. Ensure SLA adherence and minimize retail downtime and business impact. Problem Management (Service Improvement) Identify recurring incidents and systemic issues and own the Problem Management lifecycle. Conduct root cause analysis (RCA) and document Known Errors with corrective and preventive actions. Analyze trends using incident data, monitoring insights, and telemetry across retail stores. Drive permanent fixes in collaboration with Engineering, HAM, Monitoring, and Vendor teams. Track corrective actions to closure and validate effectiveness post‑implementation. Governance, Reporting & Compliance Produce Incident and Problem Management reports for Monthly Service Reviews. Support audit, geo‑compliance, and ECA requirements with evidence, RCAs, and action tracking. Ensure alignment with ITIL processes and service governance standards. Recommend process, tooling, and automation improvements to improve resilience and reduce repeat failures. Retail Technology Scope Retail POS, Back Office Systems (BOS), SCO, Kiosks Store infrastructure, endpoints, peripherals Remote monitoring, field support coordination Distributed, high‑availability retail environments Required Skills & Experience Technical & Process Skills Strong expertise in Incident Management and Problem Management (ITIL aligned). Hands‑on experience supporting retail technology environments. Strong understanding of SLAs, escalation models, and service assurance. Experience with ITSM tools, RCA techniques, and reporting dashboards. Functional & Leadership Skills Excellent stakeholder and crisis communication skills. Strong analytical mindset with data‑driven decision making. Ability to operate under high‑pressure, store‑critical situations. Collaborative approach across global, multi‑vendor teams. Experience & Qualification 7–12 years of experience in Service Operations / Incident / Problem Management roles. Retail or large distributed enterprise environment experience preferred. ITIL certification (Incident / Problem Management) preferred. Key Success Measures Reduced incident resolution times and store downtime Reduction in repeat incidents through effective problem closure SLA and compliance adherence Improved retail service stability and stakeholder confidence
Key Responsibilities
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Job Title Incident & Problem Manager – Retail Technology Role Summary The Incident & Problem Manager is responsible for end‑to‑end management of retail incidents and problems, ensuring rapid service restoration, effective stakeholder communication, and long‑term elimination of recurring issues. The role plays a critical part in protecting store availability, customer experience, SLA compliance, and audit readiness across distributed retail environments. Key Responsibilities Incident Management (Operational Stability) Own and manage Priority 1–4 incidents impacting retail stores, platforms, and users. Lead Major / Critical Incident bridges, ensuring structured coordination and timely recovery. Drive triage, escalation, and resolution across Service Desk, Remote Support, Field Support, Vendors, and Engineering teams. Ensure incidents are logged, categorized, prioritized, and closed correctly in ITSM tools. Provide clear, timely, and business‑focused communications to key stakeholders during incidents. Ensure SLA adherence and minimize retail downtime and business impact. Problem Management (Service Improvement) Identify recurring incidents and systemic issues and own the Problem Management lifecycle. Conduct root cause analysis (RCA) and document Known Errors with corrective and preventive actions. Analyze trends using incident data, monitoring insights, and telemetry across retail stores. Drive permanent fixes in collaboration with Engineering, HAM, Monitoring, and Vendor teams. Track corrective actions to closure and validate effectiveness post‑implementation. Governance, Reporting & Compliance Produce Incident and Problem Management reports for Monthly Service Reviews. Support audit, geo‑compliance, and ECA requirements with evidence, RCAs, and action tracking. Ensure alignment with ITIL processes and service governance standards. Recommend process, tooling, and automation improvements to improve resilience and reduce repeat failures. Retail Technology Scope Retail POS, Back Office Systems (BOS), SCO, Kiosks Store infrastructure, endpoints, peripherals Remote monitoring, field support coordination Distributed, high‑availability retail environments Required Skills & Experience Technical & Process Skills Strong expertise in Incident Management and Problem Management (ITIL aligned). Hands‑on experience supporting retail technology environments. Strong understanding of SLAs, escalation models, and service assurance. Experience with ITSM tools, RCA techniques, and reporting dashboards. Functional & Leadership Skills Excellent stakeholder and crisis communication skills. Strong analytical mindset with data‑driven decision making. Ability to operate under high‑pressure, store‑critical situations. Collaborative approach across global, multi‑vendor teams. Experience & Qualification 7–12 years of experience in Service Operations / Incident / Problem Management roles. Retail or large distributed enterprise environment experience preferred. ITIL certification (Incident / Problem Management) preferred. Key Success Measures Reduced incident resolution times and store downtime Reduction in repeat incidents through effective problem closure SLA and compliance adherence Improved retail service stability and stakeholder confidence
Skill Requirements
Job Title Incident & Problem Manager – Retail Technology Role Summary The Incident & Problem Manager is responsible for end‑to‑end management of retail incidents and problems, ensuring rapid service restoration, effective stakeholder communication, and long‑term elimination of recurring issues. The role plays a critical part in protecting store availability, customer experience, SLA compliance, and audit readiness across distributed retail environments. Key Responsibilities Incident Management (Operational Stability) Own and manage Priority 1–4 incidents impacting retail stores, platforms, and users. Lead Major / Critical Incident bridges, ensuring structured coordination and timely recovery. Drive triage, escalation, and resolution across Service Desk, Remote Support, Field Support, Vendors, and Engineering teams. Ensure incidents are logged, categorized, prioritized, and closed correctly in ITSM tools. Provide clear, timely, and business‑focused communications to key stakeholders during incidents. Ensure SLA adherence and minimize retail downtime and business impact. Problem Management (Service Improvement) Identify recurring incidents and systemic issues and own the Problem Management lifecycle. Conduct root cause analysis (RCA) and document Known Errors with corrective and preventive actions. Analyze trends using incident data, monitoring insights, and telemetry across retail stores. Drive permanent fixes in collaboration with Engineering, HAM, Monitoring, and Vendor teams. Track corrective actions to closure and validate effectiveness post‑implementation. Governance, Reporting & Compliance Produce Incident and Problem Management reports for Monthly Service Reviews. Support audit, geo‑compliance, and ECA requirements with evidence, RCAs, and action tracking. Ensure alignment with ITIL processes and service governance standards. Recommend process, tooling, and automation improvements to improve resilience and reduce repeat failures. Retail Technology Scope Retail POS, Back Office Systems (BOS), SCO, Kiosks Store infrastructure, endpoints, peripherals Remote monitoring, field support coordination Distributed, high‑availability retail environments Required Skills & Experience Technical & Process Skills Strong expertise in Incident Management and Problem Management (ITIL aligned). Hands‑on experience supporting retail technology environments. Strong understanding of SLAs, escalation models, and service assurance. Experience with ITSM tools, RCA techniques, and reporting dashboards. Functional & Leadership Skills Excellent stakeholder and crisis communication skills. Strong analytical mindset with data‑driven decision making. Ability to operate under high‑pressure, store‑critical situations. Collaborative approach across global, multi‑vendor teams. Experience & Qualification 7–12 years of experience in Service Operations / Incident / Problem Management roles. Retail or large distributed enterprise environment experience preferred. ITIL certification (Incident / Problem Management) preferred. Key Success Measures Reduced incident resolution times and store downtime Reduction in repeat incidents through effective problem closure SLA and compliance adherence Improved retail service stability and stakeholder confidence
Other Requirements
Job Title Incident & Problem Manager – Retail Technology Role Summary The Incident & Problem Manager is responsible for end‑to‑end management of retail incidents and problems, ensuring rapid service restoration, effective stakeholder communication, and long‑term elimination of recurring issues. The role plays a critical part in protecting store availability, customer experience, SLA compliance, and audit readiness across distributed retail environments. Key Responsibilities Incident Management (Operational Stability) Own and manage Priority 1–4 incidents impacting retail stores, platforms, and users. Lead Major / Critical Incident bridges, ensuring structured coordination and timely recovery. Drive triage, escalation, and resolution across Service Desk, Remote Support, Field Support, Vendors, and Engineering teams. Ensure incidents are logged, categorized, prioritized, and closed correctly in ITSM tools. Provide clear, timely, and business‑focused communications to key stakeholders during incidents. Ensure SLA adherence and minimize retail downtime and business impact. Problem Management (Service Improvement) Identify recurring incidents and systemic issues and own the Problem Management lifecycle. Conduct root cause analysis (RCA) and document Known Errors with corrective and preventive actions. Analyze trends using incident data, monitoring insights, and telemetry across retail stores. Drive permanent fixes in collaboration with Engineering, HAM, Monitoring, and Vendor teams. Track corrective actions to closure and validate effectiveness post‑implementation. Governance, Reporting & Compliance Produce Incident and Problem Management reports for Monthly Service Reviews. Support audit, geo‑compliance, and ECA requirements with evidence, RCAs, and action tracking. Ensure alignment with ITIL processes and service governance standards. Recommend process, tooling, and automation improvements to improve resilience and reduce repeat failures. Retail Technology Scope Retail POS, Back Office Systems (BOS), SCO, Kiosks Store infrastructure, endpoints, peripherals Remote monitoring, field support coordination Distributed, high‑availability retail environments Required Skills & Experience Technical & Process Skills Strong expertise in Incident Management and Problem Management (ITIL aligned). Hands‑on experience supporting retail technology environments. Strong understanding of SLAs, escalation models, and service assurance. Experience with ITSM tools, RCA techniques, and reporting dashboards. Functional & Leadership Skills Excellent stakeholder and crisis communication skills. Strong analytical mindset with data‑driven decision making. Ability to operate under high‑pressure, store‑critical situations. Collaborative approach across global, multi‑vendor teams. Experience & Qualification 7–12 years of experience in Service Operations / Incident / Problem Management roles. Retail or large distributed enterprise environment experience preferred. ITIL certification (Incident / Problem Management) preferred. Key Success Measures Reduced incident resolution times and store downtime Reduction in repeat incidents through effective problem closure SLA and compliance adherence Improved retail service stability and stakeholder confidence