ITSM Incident & Problem Manager

Incident & Major Incident management

Key Responsibilities

• Act as the Incident Manager / Major Incident Manager for high‑severity and business‑impacting incidents by organizing incident bridges and war rooms, driving rapid triage, clear ownership and timely decision‑making.
• Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency.
• Enforce ITIL‑aligned Incident and Problem Management practices.
• Ensure accurate and complete documentation within ServiceNow, including impact and affected services, incident timelines, root cause summaries and follow‑ups.
• Act as the Problem Manager to identify recurring issues and systemic risks, ensuring RCAs are completed with actionable outcomes.
• Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards.
• Own operational oversight of service availability and reliability – monitor and manag...