Job Summary
| Position Title | Incident And Problem Manager |
|---|---|
| Hiring Organization | Chalhoub Group |
| Job Location | Dubai |
| Base Salary | AED |
| Job Schedule | Full Time |
| Required Degree | Bachelor's Degree |
| Required Skills | Communication Skills |
| Joining | Immediately |
| Nationality | Any |
| Languages | English |
| Category | Tech |
Position Details
- Incident And Problem Manager
- We are looking for a proactive, self motivated and personable individual who will be responsible for maintaining a consistent and timely delivery of Incident and Problem management with best practices. You will be working with internal stakeholders, customers, 3rd party vendors and internal business units. You will own the end to end process to ensure all hit the agreed SLA’s.
Responsibilities
- Manage the review, assignment and classifications of incidents, outages and problem cases
- Actively engage with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process
- Create and review incident and problem management reports and identify action plans to improve key performance indicators as necessary
- Introduces key ITIL disciplines and practical project management techniques to ensure effective end to end problem management
- Ensure proper usage of incident, outage, problem and change management systems and processes
- Perform quality assurance on completed incident, outage, problem investigations and change management records
- Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings
- Ensure that root cause is established for all major incidents and that a formal RCA is published within agreed SLAs
- Define reporting requirements needed in the management of the incident, outage and problem management processes
- Review incident, outage and problem processes, identify trends and recommend improvements
- Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems
- Identifying and resolving Service Desk incident assignment issues.
- Managing exceptions of rejected incident records at a Service Delivery level.
- Resolving day to day incident coordination actions for Service Delivery.
- Incident Management Acting as a Service Delivery escalation point for day to day Incident Management process issues.
- Monitoring unassigned and reassigned incidents and taking action if appropriate.
- Handling day to day incident issues and escalating the Incident Resolver Groups as required to bring the resolution of the incidents back on schedule.
- Assisting in reassignment of misdirected incidents.
- Providing incident resolution status as requested.
- Validating incident severity if required, or assisting with correcting invalid incident severity.
- Ensuring the quality and accuracy of incident information, as appropriate.
- Process Review for Incident/ Problem Management and implement enhancements and document process.
- Perform other related duties as required and assigned
Requirements
- ITIL framework certification / ITIL v3 foundation certified
- Ability to manage an incident/outage bridge with 50+ technical and business stakeholders
- Ability to manage competing priorities and operate under pressure
- Ability to adjust schedule based on business need
- Ability to be proactive, takes action and anticipates opportunities
- Ability to guide and assist in technical troubleshooting during an incident/outage
- Excellent management, interpersonal, communication, presentation, and organizational skills
- The ability to lead cross functional teams effectively at all levels of the organization
- Coordination skills: managing (complex) IT technical investigations
- Competent in defining, documenting and managing procedures and processes
- Advanced knowledge of incident, outage, problem and change management
- Experience managing 24/7 Application, Infrastructure and/or Operation teams preferred
- Experience supporting Application and Infrastructure in AWS preferred
- Strong business acumen and ability to interface with executive management
- Must be able to work in fast paced environment.
- Adaptability to demanding circumstances that require timely and accurate responses
- Strong analytical, multitasking and prioritization skills
- Strong collaboration and partnering skills
- Excellent verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
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