Manager, Incident & Problem Management, Infrastructure & Service Management
Core
Coordinate vendor and service provider delivery of infrastructure services, manage incident and problem management processes, and ensure compliance with internal policies and external regulations.
Role type
Manager, Incident & Problem Management
Builds
Infrastructure services delivery, incident resolution workflows, and problem remediation initiatives
Domain
Insurance/Banking Finance, IT Service Management (ITIL)
Deliverable
dashboards & analysis
Required skills
Vendor management, Incident management, Problem management, Root cause analysis, SLA/OLA framework management, Stakeholder communication, ITSM tools proficiency, Cross-functional collaboration
Preferred skills
Cloud platform experience, DevOps practices, SRE practices, Agile delivery, Backlog prioritization
Technologies
ServiceNow
Responsibilities
Facilitate incident management processes to ensure timely identification, escalation, and resolution of incidents in line with SLA targets; Lead major incident management (P1/P2), including coordination across teams, communication to stakeholders, and post-incident reporting; Drive root cause analysis for recurring or high-impact incidents and ensure corrective and preventive actions are implemented; Establish and enforce problem management practices to reduce incident recurrence and improve service reliability; Collaborate with infrastructure, application, and vendor teams to resolve complex technical issues; Monitor incident trends and provide insights to improve system stability and operational performance.
Seniority
Manager, hands-on leadership
