Key Responsibilities

• Lead, facilitate, and chair Major Incident (MI) bridge calls and meetings through to resolution.
• Manage stakeholder communications, leveraging incident management tools to deliver timely and accurate updates.
• Perform matrix management of internal teams, vendors, and third parties, resolving conflicts to drive rapid resolution.
• Maintain complete and accurate incident documentation, including chronology, whiteboards, and post-incident reviews (PIRs).
• Drive continuous improvement of incident and knowledge management processes.
• Maintain and enhance tools, templates, and resources used for Major Incident Management.
• Produce and present regular Major Incident metrics and reports.

Problem Management Responsibilities

• Coordinate and lead ITIL-aligned Problem Management activities.
• Facilitate post-mortem and RCA sessions, ensuring root cause identification and corrective/preventive action plans.
• Track and manage problems through the Problem Management lifecycle, ensuring timely progression and prioritization.
• Analyze incident trends and develop service improvement plans to address recurring issues.
• Maintain and govern the Problem Management database.
• Prepare KPIs, statistics, and trend reports to support decision-making and process optimization.
• Conduct monthly audits of Major Incident and Problem records to ensure adherence to defined processes.

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