Incident and Problem Manager

Incident and Problem Manager

Job Description:

More than 5 years work experience in IT field

Very strong experience in Incident Management and Problem Management.

Diploma/Degree in the field of Information System/Computer Science

Practitioner Certificate in Service Management (desirable)

ITIL Foundation certified (desirable)

Job Responsibilities:

To manage & deliver the incident management functions & capabilities in order quickly restore impacted services

Manage timely incident/user queries and resolution to deliver value (maximize systems availability, improve service levels, optimize costs, improve convenience and satisfaction) to external and internal customers

To manage and coordinate Service Restoration Teams during major incidents to allow for a quicker resolution

Ensure timely communication to relevant stakeholders on the progress of major incidents

Manage user's escalation and drive IT partners to resolve the problem

Plan, review and manage Incident Severity Classification / Categorization

Manage timely incident escalations to Senior IT Management team

Manage plans for health checks to gauge and manage customer satisfaction

To manage & execute the problem management phases & life cycle to assist in Root Cause Analysis.

To derive permanent solutions & improvements via post incident investigations, testing, simulations, implemented via controlled changes.

To create and manage knowledge to improve future incident handling and resolution.

To manage problems and risks identified within the environment.

To manage Known Errors and its related solutions and fixes.

Facilitate in managing the audit process to identify potential process gaps

Plan and coordinate Service improvement initiatives

To perform regular review for Incident & Problem Management