Incident & Problem Management Associate Manager

Key Responsibilities:

1. Incident & Major Incident Management – Lead coordination and resolution of high-priority and major incidents, ensuring SLA adherence and effective stakeholder communication.
2. Problem Management & Root Cause Analysis – Govern problem investigations, conduct RCA, and ensure corrective and preventive actions are implemented.
3. Process Governance & Continuous Improvement – Enforce ITIL-based processes, identify gaps, and implement service management improvements.
4. Stakeholder & Vendor Management – Collaborate with internal teams and external vendors to ensure timely resolution and SLA compliance.
5. Reporting, Metrics & Documentation – Produce incident and problem reports, monitor trends, and maintain documentation.

Education & Certification:

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• ITIL certification (Foundation or higher) – Required.
• COBIT certification or training – Good to have.

Experience:

• Minimum of 3 years’ experience in the same or equivalent IT Incident and Problem Management role.
• Proven experience handling major incidents and problem management in enterprise environments.

Technical Competencies/Skills:

• Communication: Ability to communicate clearly with technical and non-technical stakeholders, facilitate incident bridges, and deliver executive-level updates and reports.
• Problem Solving: Ability to conduct root cause analysis and aid the business in identifying alternate resolutions to issues. Strong analytical skills with the ability to assess complex incidents, identify root causes, and implement long-term preventive solutions.
• Innovation: Assist the business in identifying new processes or controls as needed when working with the business on strategic projects or assisting them in resolving incidents.
• Strong knowledge of ITIL Incident and Problem Management.
• Good-to-have knowledge of IT Infrastructure (network, server, cloud).
• Good-to-have understanding of application programming concepts.
• Good-to-have knowledge of COBIT framework and IT controls.