Role purpose:
This operational role within the IT Service Management (ITSM) team is responsible for managing all aspects of Incident, Problem and Request Management in line with ITIL best practices.
The Incident Problem & Request Manager will lead Major Incident Management activities, produce and deliver service reports, create and maintain ITSM documentation, manage escalations, and support the IT Helpdesk function. The role is critical to ensuring swift resolution of issues, effective communication during incidents, and continuous service improvement.
To deliver service assurance by monitoring performance, safeguarding service stability, and maintaining compliance with ITIL processes and agreed service levels.
Key Responsibilities:
1. Major Incident Management – Act as Major Incident Manager during outages, initiating and running MIM meetings, coordinating resolver teams, and ensuring all relevant collateral (Root Cause Analysis, Major Incident Reports) is completed and stakeholder communication
2. Maintain clear and effective communication and serve as an escalation point of contact with the primary focus on driving incident resolution.
3. Ensure Service Requests are captured, logged, and monitored through to completion. Report and follow up on outstanding tickets when appropriate.
4. Responsible for Problem detection, logging, investigation, root-cause analysis & diagnosis.
5. Proactively work and coordinate with relevant stakeholders (within IT, the business, projects, strategic vendors, outsource partners, among others) to deliver effective service ensuring SLA and KPI adherence.
6. Conduct analysis on whether Incident, and Request standards are being followed.
7. Reporting – Produce and deliver Monthly Service Reports, Monthly High Priority Incident Reports, and ad-hoc ITSM reports for management and stakeholders.
8. Documentation – Create, maintain, and improve ITSM-related documentation, including Standard Operating Procedures (SOPs) and process guides.
9. Escalation Management – Review, track, report, and respond to IT escalations, ensuring timely and effective resolution.
10. Helpdesk Support – Support the IT Helpdesk function in managing and handling incidents and requests within the ITSM platform (Halo ITSM).
11. On-Call Support – Provide on-call Priority support on a rota basis.
12. Performance Engagement – Work closely with resolver team leaders to review SLA and KPI performance, identifying improvement opportunities, while providing the best support possible to our business users.
13. Comply with Information Security processes, privacy, and other applicable regulations.
14. Strong analytical skills to identify trends and patterns in incident and problem data.
15. Interface and support with other ITSM activities when required.
16. May require after-hours availability for managing critical incidents or problems.
Technical/Professional Qualifications/Requirements:
17. At least years' experience in a similar role, managing ITIL processes in medium to large organizations.
18. Familiarity with helpdesk ticketing systems (ITSM tools).
19. ITIL Foundation qualified.
20. Good all-round knowledge of IT Applications/Infrastructure.
21. Minimum of years’ IT professional experience handling major incidents.
22. Experience in running a “War Room” during a crisis or major incident.
23. Strong customer service orientation, excellent communication, teamwork, and interpersonal skills.
24. Attention to detail and the ability to manage multiple priorities and stakeholders in a fast-paced environment.
25. Willingness to participate in continuous learning and training initiatives.
Pre-Employment Checks:
If you are successful in securing a role with us, you will be subject to pre-employment checks, depending on the legal requirements and practices in your country of employment.
If eligible these checks will include right to work, identification, verification of employment history, education, and criminal records where permitted by local law.
All checks will be conducted in accordance with applicable privacy and data protection regulations.
We will involve the third party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of recruitment.
To the extent to be permitted by the applicable local law, your data may be stored outside of your employment country dependent on our operation structure.
Your application of this role will constitute as your consent on this paragraph.