Job Description
Roles & Responsibilities
Role Accountabilities
1. Incident Management & Coordination
Active Monitoring: Oversee the global ticket queue to ensure incidents are being handled within defined SLAs across all regions.
Escalation Management: Proactively identify unassigned or "at-risk" tickets approaching SLA breaches; escalate with internal resolver groups and third-party vendors.
Major Incident Communication: Create and share post-incident summary reports with business stakeholders using agreed communication channels.
Reporting: Generate and analyze regular incident statistics to identify trends and performance gaps.
2. Problem Management & Root Cause Analysis (RCA)
Ticket Initiation: Automatically trigger and create Problem tickets following any Major Incident or upon identifying recurring incident patterns.
Resolution Coordination: Lead "Post-Mortem" meetings and coordinate cross-functional efforts to ensure permanent fixes are implemented.
Trend Analysis: Proactively review incident data to identify underlying issues before they result in service downtime.
3. Process, Governance & Documentation
Knowledge Base maintenance: Own and keep up to date the Standard Operating Procedures (SOPs) and Knowledge Base articles.
Methodology Support: Act as a subject matter expert on Incident and Problem management processes; provide guidance to users and resolver groups when needed.
Continuous Improvement: Identify bottlenecks in the current ITSM workflows, processes and procedures and suggest enhancements to improve efficiency.
Key Performance Indicators (KPIs)
MTTR (Mean Time to Resolve): Reduction in average resolution times via proactive handling of tickets queue.
SLA Compliance: Percentage of tickets resolved within agreed-upon timeframes.
Problem Backlog: timely closure of RCA actions and reduction in recurring incidents.
Stakeholder Satisfaction: feedback on Incident and Problem Management processes performance.
Desired Candidate Profile
EXPERIENCE AND QUALIFICATIONS
At least 5+ years of experience in IT service management
Strong understanding of ITIL framework (Incident management, Problem Management, Change Enablement)
Solid technical background and understanding of IT services
Proficiency with enterprise ITSM tools (e.g., ServiceNow, Jira Service Management. FreshService ).
Experience with work in highly regulated environments (such as financial institutions) would be an advantage
PERSONAL PROFILE
Very strong communication skills (English language, both written and oral)
Experience with working in multi-country and multicultural environments.
Strong analytical skills; ability to search for and find patterns in data sources.
Ability to coordinate work across internal and external teams; while the role does not have any employee directly reporting to it, it involves management of others.
Ability to work and stay calm under pressure.