We are seeking a highly skilled IT Service Management (ITSM/ITSO) Manager with deep expertise in Incident and Problem Management practices aligned with ITIL 4 standards. You will be responsible for managing the full incident lifecycle — from detection and coordination through to Root Cause Analysis (RCA) and resolution. The ideal candidate will have 6+ years of experience in Incident and/or Problem Management, preferably within the Financial Services Industry (FSI), and will be passionate about driving service reliability, operational excellence, and continuous improvement.
Job Responsibilities:
Incident Management
- Manage the Incident Management (IM) space, ensuring timely communication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty
- Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed.
- Monitor performance metrics and dashboards to identify and drive process improvements.
- Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre).
- Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication.
- Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions.
Problem Management
- Manage the Problem Management function to strengthen ITSM/ITSO practices.
- Perform Root Cause Analysis using methods such as 5 Whys, Ishikawa, or Kepner-Tregoe.
- Present the RCA in the PM Review forum and permanent fix and drive continuous improvement of the technology service Operations.
- Train and support members on problem management processes, emphasizing RCA processes & protocols.
- Work with the ServiceNow team to improve the ITSM Problem Management module according to ITIL 4 standards.
- Conduct lessons learned to strengthen prevention and response strategies.
Job Requirements:
- A minimum of 6 years of experience in the IT Service Management space operating as an Incident Manager or Problem Manager.
- Lead and manage the Problem Management function to strengthen overall ITSM/ITSO practices and enhance service reliability.
- Perform structured Root Cause Analysis (RCA) using proven methodologies such as 5 Whys, Ishikawa (Fishbone Diagram), and Kepner-Tregoe to identify underlying causes of recurring issues.
- Present RCA findings and permanent corrective actions in the Problem Management Review Forum, driving continuous improvement across technology service operations.
- Collaborate with cross-functional teams to ensure timely implementation of permanent fixes and preventive measures.
- Train and mentor team members on Problem Management processes, emphasizing RCA techniques, documentation standards, and adherence to ITIL 4 protocols.
- Partner with the ServiceNow platform team to enhance and optimize the Problem Management module, ensuring alignment with ITIL 4 best practices and organizational needs.
- Facilitate lessons learned sessions following major incidents or problems to strengthen prevention, response, and recovery strategies.
- Continuously review and refine Problem Management processes to improve efficiency, reduce recurrence, and support proactive service stability.
