Incident & Problem Management Process Owner

Summary The main purpose of this role is to oversee and improve the Incident and Problem Management processes within the organization, guiding a team of managers to resolve critical incidents effectively while optimizing workflows. Main Responsibilities: • Lead and manage the activities of Incident and Problem Managers. • Ensure the effectiveness of incident and problem resolution processes. • Coordinate crisis management and communication during critical incidents. • Animate the process for asset management. • Analyze performance metrics and implement enhancements to optimize process efficiency (KPIs). • Drive continuous improvement initiatives. • Provide training and guidance on best practices in Incident and Problem Management. • Conduct regular audits of documentation for accuracy and completeness. Key Requirements: • 7+ years of experience in Incident and Problem Management. • Expert-level skills in ITIL and ITSM processes. • Proven track record in Major Incident Management. • Expertise in ICT Problem Management Techniques. • Strong analytical thinking abilities. • Proficient in reporting and process governance. Nice to Have: • Experience with crisis communication. • Familiarity with performance metric analysis tools. • Background in continuous improvement initiatives. Other Details: • Location: Not specified. • Team Structure: 24/7 Major Incident management team. • Project Context: Focus on optimizing the incident and problem resolution processes.