INCIDENT AND PROBLEM MANAGEMENT LEAD
Core
Establish, govern, and execute Enterprise Incident and Problem Management processes for critical DSS IT systems.
Role type
Incident and Problem Management Lead
Builds
IT service restoration and root cause remediation for operational, application, and infrastructure systems
Domain
Public sector IT / Service Management
Required skills
Incident management, Problem management, IT service governance, process improvement, stakeholder communication, SLA management, change management integration, knowledge management, reporting, root cause analysis
Responsibilities
Establish and govern Incident and Problem Management processes, manage policies for critical IT systems, lead service restoration efforts, integrate processes across IT disciplines, ensure SLA compliance, drive continuous improvement
Seniority
Senior, hands-on IC