Incident and Problem Manager

The Incident and Problem Manager is responsible for ensuring the effective management of incidents and problems across the organization, minimizing business impact, and driving service quality improvements. This role combines operational excellence with strategic initiatives in Continual Service Improvement (CSI) and Knowledge Management, ensuring that lessons learned and best practices are embedded into IT processes.

Incident Management:

• Manage the end-to-end Incident Management process to ensure timely resolution and minimal disruption to business operations.
• Act as the escalation point for major incidents and coordinate resolution efforts across teams.
• Ensure accurate incident categorization, prioritization, and communication to stakeholders.

Problem Management:

• Lead root cause analysis for r...