We are hiring an experienced ITSM professional specializing in Incident Management to govern and enhance the end-to-end incident management process across a multi-supplier ecosystem. This role is critical in ensuring service stability, driving SLA performance, and delivering consistent, high-quality service outcomes aligned with ITIL best practices.
The ideal candidate is a seasoned professional with deep expertise in incident governance, service delivery, and continuous improvement, capable of operating in complex enterprise environments.
Key Responsibilities
Incident Management Governance
- Govern and oversee the integrated incident management process across multiple vendors and internal teams.
- Ensure alignment with ITIL frameworks, organizational policies, and client expectations.
- Maintain consistency in incident handling standards across the entire ecosystem.
Monitoring & Performance Management
- Monitor incident trends, patterns, and recurring issues to proactively identify improvement opportunities.
- Track incident escalations and resolution timelines, ensuring timely closures.
- Analyze incident data to identify systemic issues and recommend preventive measures.
Incident Classification & Prioritization
- Enforce consistent incident classification, prioritization, and categorization standards.
- Ensure appropriate severity levels are assigned, enabling effective response and escalation.
- Drive adherence to incident lifecycle processes and documentation standards.
Major Incident Management
- Coordinate and facilitate Major Incident (P1/P2) response and resolution activities.
- Lead major incident reviews (MIRs) and ensure all stakeholders are aligned.
- Ensure root cause analysis (RCA) is conducted and corrective/preventive actions are tracked to closure.
Service Level Management & Stakeholder Communication
- Drive compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Work closely with suppliers to address performance gaps and improve service metrics.
- Escalate breaches and implement corrective actions where needed.
- Provide consolidated incident reports, dashboards, and insights to leadership and stakeholders.
- Deliver actionable insights on service performance, risks, and improvement opportunities.
- Act as the single point of accountability for incident-related communications across the organization.
