Incident & Problem Management Specialist

Role Overview: As a Major Incident & Problem Manager at UST, you will play a crucial role in leading critical incident response efforts and ensuring timely resolution of business and customer-impacting incidents in a 24x7x365 environment. Your responsibilities will include assessing the impact and severity of major incidents, acting as the primary contact during critical incidents, leading incident response efforts, maintaining clear communication with stakeholders, developing communication templates, ensuring adherence to SLAs, coordinating with external vendors, maintaining incident records, conducting post-incident reviews, assigning and tracking Problem records, creating incident response and escalation plans, establishing metrics for tracking performance, reviewing and updating response plans, providing support to the incident response team, and developing contingency plans. Key Responsibilities: - Assess the impact and severity of major incidents and gather data to support decision-making. - Act as the primary contact during critical incidents, keeping all relevant teams informed and engaged. - Lead incident response efforts, including triage, technical bridges, recovery coordination, and communication. - Maintain clear, timely communication with internal stakeholders, external partners, and authorities. - Develop and maintain communication templates for effective incident updates. - Ensure adherence to response SLAs and escalation procedures. - Coordinate with external vendors for additional support during incidents. - Maintain accurate records of incident response activities and decisions. - Conduct thorough post-incident reviews to identify root causes and improvement opportunities. - Assign and track Problem records to resolution, coordinating RCA to closure. - Create and manage incident response and escalation plans. - Establish metrics and reporting to track incident and problem management performance. - Continuously review and update incident response plans and frameworks. - Provide support and guidance to the incident response team during complex situations. - Develop contingency plans for various scenarios and ensure organizational readiness. Qualifications Required: - 4+ years of experience in IT operations within a large-scale environment. - 5+ years of hands-on experience leading major incident resolution. - Strong background in Incident and Problem Management (5+ years). - Solid understanding of ITIL processes - Incident, Problem, and Change Management. - Experience working with ServiceNow (or similar ITSM platforms). - Familiarity with cloud platforms like AWS and Azure. - Ability to work in a 24x7x365 on-call rotation.,