Incident and Problem Practice Manager

About the role

The Incident and Problem Practice Manager supports the effective operation, coordination and continual improvement of Incident Management, Major Incident Management and Problem Management across the organization’s services. Working under the guidance of the Practice Manager, the role contributes to service reliability, customer experience and operational resilience.

Key responsibilities

• Administer day‑to‑day Incident, Major Incident and Problem Management procedures, workflows, templates and escalation models.
• Review incident records for accurate logging, categorisation, priority, timestamps, diagnostics and closure quality.
• Monitor high‑priority, aging, breached or customer‑sensitive incidents and escalate risks through approved paths.
• Support major‑incident declaration, bridge‑call coordination, timeline logging, restoration tracking and stakeholder communications.
• Coordinate service desk, technical, cloud, infrastructure, application, cybersecurity, supplier and business teams to ensure rapid and safe restoration.
• Collect evidence for major‑incident reports, post‑incident reviews and audits, documenting lessons learned.
• Identify problem candidates from recurring incidents, conduct root‑cause analysis and track corrective actions to verified closure.
• Maintain problem backlogs, known errors, workarounds and links among incident, problem, change and configuration‑item records.
• Produce operational reports and dashboards covering incident trends, SLA performance, backlog age and problem status.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or related discipline.
• ITIL 4 Foundation certification (required) and preferably training in Incident, Major Incident and Problem Management.
• 4–6 years of experience in IT service operations, incident or problem management, with at least 2 years coordinating priority incidents.
• Experience using enterprise ITSM platforms, monitoring/observability tools and workflow automation.
• Proven ability to work with cross‑functional infrastructure, cloud, network, cybersecurity and application teams in 24×7 environments.

Required skills

• Incident Management, Major Incident Management and Problem Management lifecycles.
• Enterprise ITSM platforms (e.g., ServiceNow, Remedy).
• Monitoring and observability tools (e.g., Splunk, Dynatrace, Grafana).
• Knowledge bases, dashboards and workflow automation.
• CMDB and service‑mapping concepts.
• Understanding of infrastructure, cloud, networks, telecommunications, cybersecurity, databases, middleware and applications.