ITSM Manager - Incident, Problem, And Major Incident Management

Job Description

As the ITSM Manager Incident Problem Availability Major Incident Management at UST, your role is crucial in overseeing the complete lifecycle of incidents, major incidents, problems, and availability management. Your responsibilities will include:- **Incident Management**: - Manage the end-to-end Incident Management process, ensuring efficient triage, prioritization, and resolution. - Monitor incident queues for timely assignment and adherence to SLAs/OLAs. - Collaborate with resolver teams and vendors for quick service restoration. - Conduct incident trend analysis to identify improvement opportunities. - Ensure accurate categorization, documentation, and closure of incidents in the ITSM tool. - Deliver regular reports on incident trends, SLA compliance, and performance metrics.- **Major Incident Management (MIM)**: - Lead and manage all P1/P2 major incidents to minimize business impact. - Serve as the single point of accountability during critical outages. - Facilitate bridge calls with cross-functional teams and vendors. - Communicate real-time incident progress and impact to stakeholders and leadership. - Drive Post-Incident Reviews (PIRs) ensuring RCA completion and implementation of preventive actions.- **Problem Management**: - Own and manage the Problem Management process from identification to closure. - Identify recurring issues through trend analysis and initiate root cause investigations. - Conduct RCAs and maintain the Known Error Database (KEDB). - Partner with technical teams to implement permanent fixes and preventive solutions. - Review and ensure documentation accuracy and process adherence. - **Availability Management**: - Monitor and report on service and infrastructure availability. - Define, measure, and maintain SLAs, OLAs, and uptime targets. - Identify chronic issues impacting reliability and coordinate with relevant teams for resolution. - Support proactive monitoring, redundancy validation, and disaster recovery testing.Your skills and qualifications should include:- **Experience**: - Proven experience managing Incident, Major Incident, Problem, and Availability processes in a 24x7 enterprise environment. - Strong understanding of ITIL processes and hands-on experience with ITSM tools. - Expertise in RCA methodologies, trend analysis, KEDB management, and preventive improvement initiatives.- **Skills**: - Excellent communication and stakeholder management capabilities. - Strong analytical, problem-solving, and decision-making skills under pressure. - Proven leadership skills to manage global cross-functional teams. - **Qualifications**: - Bachelors degree in Information Technology or related field. - 5-7 years of relevant experience in ITSM and IT operations management.About the Company:UST is a global digital transformation solutions provider that partners with clients from design to operation, embedding innovation and agility into their organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact, touching billions of lives in the process. As the ITSM Manager Incident Problem Availability Major Incident Management at UST, your role is crucial in overseeing the complete lifecycle of incidents, major incidents, problems, and availability management. Your responsibilities will include:- **Incident Management**: - Manage the end-to-end Incident Management process, ensuring efficient triage, prioritization, and resolution. - Monitor incident queues for timely assignment and adherence to SLAs/OLAs. - Collaborate with resolver teams and vendors for quick service restoration. - Conduct incident trend analysis to identify improvement opportunities. - Ensure accurate categorization, documentation, and closure of incidents in the ITSM tool. - Deliver regular reports on incident trends, SLA compliance, and performance metrics.- **Major Incident Management (MIM)**: - Lead and manage all P1/P2 major incidents to minimize business impact. - Serve as the single point of accountability during critical outages. - Facilitate bridge calls with cross-functional teams and vendors. - Communicate real-time incident progress and impact to stakeholders and leadership. - Drive Post-Incident Reviews (PIRs) ensuring RCA completion and implementation of preventive actions.- **Problem Management**: - Own and manage the Problem Management process from identification to closure. - Identify recurring issues through trend analysis and initiate root cause investigations. - Conduct RCAs and maintain the Known Error Database (KEDB). - Partner with technical teams to implement permanent fixes and preventive solutions. - Review and ensure documentation accuracy and process adherence. - **Availability Management**: - Monitor and report on service and infrastructure availability. - Define, measure, and maintain SLAs, OLAs, and uptime targets. - Identify chronic issues

Keyskills :
ServicenowIncident ManagementManage Engine