Incident and Problem Management Lead
7 days ago
Job Summary:
This role requires a seasoned ITSM/GRC expert to lead the team in managing critical incidents and problems, ensuring minimal service disruptions and maintaining IT service quality. The ideal candidate will possess strong collaboration skills and experience with ITIL best practices.
Critical Incident Management Responsibilities:
- Provide on-call support for P1/P2 issues, assess incident severity, communicate with stakeholders, drive incident resolution, and conduct root cause analysis.
- Plan and coordinate all activities required to monitor and report on the process, ensuring effective communication with stakeholders.
- Submit detailed incident reports post-resolution of the severity tickets.
Problem Management Responsibilities:
- Identify, investigate, diagnose, escalate, and close problems, ensuring all problems are recorded and tracked until a permanent fix is implemented.
- Prepare weekly problem reports and submit RCAs at an agreed/approved time.
- Relate and submit change requests to Change Enablement to eliminate known problems.
Qualifications and Skills:
- Bachelor's degree in computer science, information technology, or a related field.
- ITIL Foundation certification is desirable.
- Familiarity with ITSM/GRC best practices, including ITIL, COBIT, SAFe, ISO/IEC 27001, and ISO/IEC 20000.
About Ejada Systems Limited:
We are dedicated to delivering exceptional IT services that exceed customer expectations. Our commitment to continuous improvement drives us to innovate and stay ahead of the competition.
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