Roles and Responsibilities:

Single point of contact for raised incidents for which he is in charge and their resolution in timely manner according to defined procedures and internal instructions

Management of incidents in ITSM tool and communication with proper support teams in charge for incident resolution

Ensure recurring incident resolution is addressed with urgency

Building and constantly improves the  knowledge base based on Incidents resolution.

Coordinate, standardize, and lead all problem management activities ensuring root cause and prevention is identified

Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution

Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes

Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently

Coordinate, convene and facilitate major incident and problem review meetings

Grow and improve the enterprise monitoring environment (infra, apps) by coordinating further improvements

Assist and provide expert best practices in adoption, expansion, additional use cases and in setting up monitoring items and jobs.

Collaborate with subject matter experts and vendors to understand and define requirements for further monitoring improvements (esp. applications, integrations,…)

Involve in Administration, Architecture, , dashboard, reports and alerts for monitoring & Job management tools

Prepare statistics, KPI and trend reports

Min 3 years working experience as a Problem Manager/Incident Manager

Strong analytical skills, High degree of organizational skills

Strong communication, presentation, and relationship management skills

Able to translate complex issues in an understandable, organized way

Positive team player attitude with excellent verbal and written communication skills

Experience with system monitoring (infra, apps)