Incident & Problem Manager (8+ years)
Core
Lead 24x7 escalation for critical service interruptions, manage end-to-end incident resolution, and govern the Problem Management practice to drive continuous improvement.
Role type
Senior Incident & Problem Manager
Builds
Stable IT services and mature Incident/Problem Management processes
Domain
IT Service Management (ITSM) / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Major Incident Management, Problem Management lifecycle, Root Cause Analysis (RCA), Stakeholder communication, Process governance, SLA/OLA management, Team coaching and mentoring, Risk assessment, Change management, ITSM tooling familiarity
Preferred skills
ITIL Expert Certification, CMDB accuracy, Service dependency mapping, Agile-Scrum environment experience
Technologies
ITSM tooling, CMDB
Responsibilities
Act as 24x7 escalation point for critical outages, lead Major Incident Reviews (MIRs), chair Problem Review Boards (PRBs), define and track incident/problem metrics, document and improve management processes, produce executive incident reports and dashboards, lead RCA for Priority 1/2 incidents, audit incident tickets for accuracy and SLA adherence.
Seniority
Senior, hands-on IC with team leadership
