Incident and Problem Management Manager

About the Job

The Incident and Problem Management Manager is responsible for ensuring the effective management of IT incidents and problems to minimize business impact and prevent recurrence. This role operates the end-to-end process, drives timely resolution of incidents, root cause analysis, and continuous improvement initiatives. Additionally, the role works closely with a 24x7 Command Center operation, ensuring continuous monitoring, rapid response, and operational excellence. As a leader in both operational IT service operations supporting digital transformation, this role supports and champions AI adoption, process optimization, and shift-left strategies to enhance service delivery while reducing manual overhead whilst maintaining operational stability.

Incident Management

• Runs the incident management process to ensure rapid restoration of services.
• Coordinate major incident response, including communication with stakeh...