Job Description
The Incident and Problem Management Specialist will govern the (ITIL-based) incident and problem management process. Accountable for coordinating the right resources to ensure the restoration of normal service (e.g., back to agreed service levels) following an event that disrupts service.
The incumbent ensures continuous improvement of processes required to effectively deliver incident and problem management services. The individual will take on the major incident role in an on-call 24/7 support rotational basis. Shift work may include evening, night, and early morning shifts.
The role includes Problem Management functions where the incumbent will be responsible for gathering RCA artifacts and tracking progress of related tasks. The incumbent will manage after-hour emergency change meetings.
What can you expect in this role?
- Lead and manage the end-to-end lifecycle of major or managed incidents, ensuring effective coordination, escalation, ...