Incident Manager

Key Responsibilities Lead, facilitate, and chair Major Incident (MI) bridge calls and meetings through to resolution. Manage stakeholder communications, leveraging incident management tools to deliver timely and accurate updates. Perform matrix management of internal teams, vendors, and third parties, resolving conflicts to drive rapid resolution. Maintain complete and accurate incident documentation, including chronology, whiteboards, and post-incident reviews (PIRs). Drive continuous improvement of incident and knowledge management processes. Maintain and enhance tools, templates, and resources used for Major Incident Management. Produce and present regular Major Incident metrics and reports. Problem Management Responsibilities Coordinate and lead ITIL-aligned Problem Management activities. Facilitate post-mortem and RCA sessions, ensuring root cause identification and corrective/preventive action plans. Track and manage problems through the Problem Management lifecycle, ensuring timely progression and prioritization. Analyze incident trends and develop service improvement plans to address recurring issues. Maintain and govern the Problem Management database. Prepare KPIs, statistics, and trend reports to support decision-making and process optimization. Conduct monthly audits of Major Incident and Problem records to ensure adherence to defined processes. #J-18808-Ljbffr