Job Summary

responsible for overseeing and managing high-impact incidents that affect business operations. Key responsibilities include leading incident response teams, maintaining incident logs, communicating with stakeholders, analyzing root causes, and implementing corrective actions.

Key Responsibilities

Lead and manage end-to-end ITSM process tracks including Change, MIM, Incident, and Problem Management.

Skill Requirements

 Lead and coordinate response efforts during critical incidents to restore normal service operations as quickly as possible.\r\n• Document all actions taken during incidents and maintain accurate incident logs for future analysis.\r\n• Communicate promptly and effectively with internal teams, management, and external stakeholders throughout the incident lifecycle.\r\n• Conduct root cause analysis and develop action plans to prevent recurrence of similar incidents.\r\n• Develop and deliver incident management training for relevant staff.\r\n• Continuously improve incident management processes and procedures.

Other Requirements

TSM Process Leadership (ITIL v3/v4), IT Change Management, IT Problem Management, IT Incident Management, SLA and KPI management, governance and reporting, Stakeholder & Vendor Management, SLA & KPI Monitoring and Governance & Compliance