Major Incident Manager

Job Description:

• Problem lifecycle management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure.
• Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again.
• Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users.
• Stakeholder communication: Inform stakeholders about problem status, resolution plans, and potential risks.
• Reporting: Develop and deliver reports on problem management activities and metrics to management.
• Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function.
• Process Management: Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management.
• Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships.