Major Incident and Problem Manager

Reporting to the Head of Service Management, the Major Incident and Problem Manager is responsible for owning, executing, and driving the Major Incident Management and Problem Management processes. The primary responsibilities include:

• Manage Major and High priority incidents with authority and leadership to achieve speedy resolution of incidents and to ensure the smooth and timely transition from Incident to the Problem Management phase for root cause analysis.
• Host the technical recovery call, ensuring all appropriate teams and individuals are present, ensuring all teams are fully focused on Incident mitigation, and challenge teams to identify solutions or workarounds to achieve SLA’s.
• Assesses impact and urgency of Major Incidents to ensure the incident priority is correctly set and escalation is timely and appropriate within SLA targets.
• Operate a "User First" approach to determine impact, provide accurate situation reports, proactively update internal stakeholders, facilitating comms bridges, tracking chronology of events and actions, next steps and ensuring well written, timely and accurate communications are regularly sent to users during a Major Incident.
• Ensure compliance with the Major Incident Management, Problem Management and Change Management processes to ensure effective incident management, timely mitigation and resolution within SLA targets.
• Drive governance around Major Incident management, for example, ensures an incident ticket is opened, escalated, updated, and closed accordingly.
• Work closely with the Service Delivery Managers to evolve and mature the Major Incident management and the Problem Management processes so that it integrates with other processes (Change, Capacity and Configuration Management) and tools.
• Host Post Incident Review meetings with key participants and accountable parties to ensure the correct focus is driven to identify root cause and deliver remediation actions with the correct ownership.
• Drive escalated tickets when required in order to improve the end user experience.
• Facilitate the resolution of problems by coordinating between technical teams, stakeholders, and management.
• Contribute strategically to Service Delivery Management team by reducing incidents and improving system reliability.
• Identify trends that require problem management attention.
• Log and document problems in the problem management system.
• Facilitate root cause analysis (RCA) to determine the root causes of problems.
• Organize RCA meetings with technical experts and stakeholders.
• Prioritize problems based on their impact and urgency.
• Assign problem-solving tasks to the appropriate teams and track progress.
• Implement measures to prevent future problems.
• Provide regular updates on problem status to stakeholders.
• Create and distribute problem reports with detailed findings, impacts, and resolution actions.
• Document workarounds and resolutions in the knowledge base for future reference.
• Ensure learnings from problems are shared and integrated into processes.
• Monitor and analyze problem management metrics, such as time to resolve problems and recurring incidents.
• Ensure adherence to relevant standards, policies, and regulatory requirements, such as DORA for EU organizations.
• Work on additional tasks when required