Manager, Incident & Problem Management, Infrastructure & Service Management
Core
Coordinate and establish vendor and service provider delivery of ongoing and project-based Infrastructure services while ensuring compliance with internal policies and external regulations.
Role type
Manager, Incident & Problem Management
Builds
Infrastructure services and internal initiative projects
Domain
Insurance / Banking & Finance / IT Service Management
Required skills
Vendor management, Project management, ITIL Incident Management, ITIL Problem Management, Major Incident Management, Root Cause Analysis, SLA/OLA frameworks, ITSM tools, Cross-functional collaboration, Stakeholder management
Preferred skills
Cloud platform, DevOps, 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; Support governance and audit requirements, including SLA compliance, RCA timelines, and reporting standards.
Seniority
Manager, hands-on IC
