Incident And Problem Manager

Role & responsibilities

• Manage the IT service delivery (IM, PM) team, providing leadership, guidance, and coaching to ensure excellent service delivery.
• Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
• Develop and manage service management processes, procedures, and documentation.
• Understanding of the process specified by the Information Technology Infrastructure Library (ITIL) process.

Policies, Processes & Procedures:

Incident Management- Problem Management

• Oversee the management of incidents, problems, ensuring timely resolution and minimal impact on customers.
• Ensure SLAs are met or exceeded and implement improvements to achieve higher levels of service quality.
• Conduct regular service reviews with Internal IT to ensure satisfaction and identify areas for improvement.
• Identify opportunities for service...