Incident & Problem Management Lead

Oversee the management and resolution of incidents and problems, ensuring minimal disruption to business operations. This role will play a crucial part in facilitating Root Cause Analysis (RCA) discussions, tracking problem actions, and driving Continuous Service Improvement (CSI) initiatives to enhance the overall quality and efficiency of our IT services.

· Lead & facilitate the major incident management (MIM) process. The MIM acts as a single point of contact for all parties involved in the incident, such as service owners, technical experts, vendors, customers, and senior management. The MIM also coordinates the incident response, communication, escalation, resolution, and post-incident review activities, ensuring that the incident is handled effectively and efficiently.

· Collaborate with cross-functional teams to identify improvement areas and implement solutions.

· Monitor and measure the performance of Incident Management & Problem Management, and provide insights on how these can be improved

· Provide training and guidance to the Technology & Transformation team members on ITSM processes and tools