Incident & Problem Management Lead

Shift: Day Job

Schedule: Full-time

MAIN PURPOSE

OF THE JOB:

· 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

KEY ACCOUNTABILITIES:

Incident Management:

· Drive all major incidents to resolution as quickly as possible

· Ensure that incidents meet the Service Level Agreement (SLA)

· Provide coordination across all support teams to ensure timely resolution of incidents

· Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach

· Participate in regular incident meetings to review open incidents and drive timely closure

· Prepare periodic service reports for stakeholders. Track and report all Incident Management related KPIs

· Perform analysis to identify incident trends

· Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans

· Analyze & report performance metrics, trends, and feedback to identify areas for improvement.

· Collaborate with cross-functional teams to develop and implement improvement plans.

· Develop and deliver training programs and materials to increase awareness of Incident Management best practices & ticket handling. Provide guidance and support to staff involved in the processes.

· Promote a culture of accountability throughout the organization.

Problem Management:

· Facilitate root cause analysis meetings to identify root cause, lessons learnt, and preventive actions

· Collaborate with various IT Support Teams & relevant business groups to drive problem tickets to closure

· Track & follow up problem resolution activities, ensuring timely closure of problem tickets

· Perform analysis to identify and register problem tickets

· Gatekeeper of all known errors

· Track and report Problem Management KPIs

· Contribute, coordinate, drive, and own the Continual Service Improvement of the ITSM processes (Incident & Problem)

· Maintain accurate records of incidents, problems, and associated activities using ITSM tools and systems.

· Develop and maintain Incident Management & Problem Management policies, procedures, and documentation in accordance with ITIL best practices and organizational standards.

Additional Responsibilities:

· The role holder may be required to perform other IT Service Management (ITSM) tasks from time to time, as deemed necessary by the organization to support the T&T’s goals and objectives

KEY

STAKEHOLDERS:

· Internal: AXA PH Business Groups, T&T Departments

· External: AXA GO, T&T vendors

· Minimum 3 years of relevant experience in IT Service Management, with specialization in IT Incident Management or Problem Management highly preferred. Candidate must have a strong understanding of ITIL principles and practices.

· ITIL Foundations certification preferred (ITILv3 or ITIL4).

· Good working knowledge of MS Excel and PowerBI

· Experience in working with ServiceNow highly preferred

· Proven leadership and people/talent management capabilities

· Able to build and maintain honest, ethical, and fair relationships with direct reports, peers, supervisors

· Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher level process and systems improvements.

· Demonstrated ability to lead change initiatives and drive continuous improvement.

· Excellent communication, negotiation, and conflict resolution skills.

· Strong analytical and problem-solving abilities.

· Contributes to high performing teams through the development of self and others, emphasizing continuous learning and growth.