[15h Left] Itsm Manager – Incident, Problem, And Major Incident Management

Job Title ITSM Manager Incident Problem Availability Major Incident Management Support Coverage 24x7 On-call rotation for Major Incident Problem Management support 1 Role Purpose The ITSM Manager Incident Problem Availability Major Incident Management is responsible for overseeing the complete lifecycle of incidents major incidents problems and availability management This role ensures swift service restoration operational stability and continuous service improvement 2 Key Responsibilities Incident Management Manage the end-to-end Incident Management process ensuring efficient triage prioritization and resolution Monitor incident queues to ensure timely assignment and SLA OLA adherence 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 Participate in governance reviews to drive process maturity and efficiency 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 Governance Reporting Maintain dashboards and performance metrics for Incident Problem and Availability Management Present regular KPI and performance reports to leadership and business stakeholders Collaborate with Change and Release Management to minimize incident recurrence Contribute to ITSM process improvement and audit readiness initiatives Stakeholder Communication Act as the primary point of contact for stakeholders during major incidents and problem reviews Provide timely and transparent communication to leadership clients and end users Deliver post-incident summaries RCA reports and timelines after resolution 3 Required Skills Experience Technical Process Skills Proven experience managing Incident Major Incident Problem and Availability processes in a 24x7 enterprise environment Strong understanding of ITIL processes Incident Problem Change Availability Capacity Hands-on experience with ITSM tools such as ManageEngine ServiceNow or similar platforms Ability to lead MIM bridges and coordinate multiple teams under high-pressure situations Expertise in RCA methodologies 5 Whys Fishbone Kepner-Tregoe etc Experience with trend analysis KEDB management and preventive improvement initiatives Familiarity with monitoring and reporting tools e g SolarWinds Dynatrace CloudWatch Splunk Soft 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 Highly organized with a focus on documentation governance and process discipline 4 Qualifications Bachelor s degree in Information Technology or a related field 5- 7years of relevant experience in ITSM and IT operations management Skills Servicenow Incident Management Manage Engine Jira service Management About Company UST is a global digital transformation solutions provider For more than 20 years UST has worked side by side with the world s best companies to make a real impact through transformation Powered by technology inspired by people and led by purpose UST partners with their clients from design to operation With deep domain expertise and a future-proof philosophy UST embeds innovation and agility into their clients organizations With over 30 000 employees in 30 countries UST builds for boundless impact touching billions of lives in the process