Responsibilities:

• Lead and manage the resolution of significant incidents and problems within the IT environment
• Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner
• Ensure that correct and adequate workaround solutions and/or permanent fixes are made available to the business
• Monitoring the effectiveness of problem management processes and making recommendations for improvement
• Initiate investigations to resolve potential service interruptions and those caused by incidents
• Lead post mortem investigations into high impact failures
• Participate in problem reviews, root cause analysis and trend analysis
• Collaborate with Incident Management to provide root cause analysis and restore service(s)
• Align and Implement ITSM/ITIL best practices for Incident Management, Problem Management, Knowledge Management, Event Management, and Continuous Improvement.
• Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.

Qualifications:

• Bachelor's degree in computer science, engineering or related technical training
• Understanding of Enterprise IT management frameworks (e.g., ITIL v3/v4 processes)
• Experience leading and managing teams
• Experience with incident and problem management processes and tools
• Strong analytical and problem-solving skills
• Excellent communications and interpersonal skills
• Ability to work effectively under pressure and meet deadlines