JD for Process Manager

The Problem and Incident Manager is responsible for overseeing the end-to-end lifecycle of incidents and problems within the IT environment. This role ensures timely resolution of incidents to restore normal service operations and drives root cause analysis and permanent resolution of underlying problems.

a) Minimum of 6 years experience managing a technical support team.

b) Good knowledge in process management

c) Experience of using a call logging system

d) Experience of working to defined service level commitments

e) Excellent interpersonal skills

f) Good oral/written communication skills

Lead the incident management process to ensure prompt resolution of service disruptions.

g) Coordinate with support teams to restore services within agreed SLAs.

h) Manage major incidents, including communication, escalation, and post-incident reviews.

i) Maintain incident records and ensure accurate categorization and prioritization.

j) Monitor incident trends and performance metrics to identify areas for improvement.

Identify recurring incidents and initiate problem investigations.

k) Conduct root cause analysis (RCA) using structured methodologies (e.g., 5 Whys, Fishbone Diagram).

l) Maintain and update the Known Error Database (KEDB).

m) Collaborate with technical teams to implement permanent fixes and preventive measures.

n) Ensure problems are documented, tracked, and resolved in accordance with ITIL standards.

o) Manage the helpdesk resources, ensuring the availability of sufficient and appropriately trained staff to effect timely and correct responses to the problems logged by customers.

p) Ensure that all routine housekeeping and other operational tasks are carried out with the minimum disruption to customers by agreeing and carefully planning out of office hours work in maintaining system performance, availability and disaster recovery procedures .

q) Establish a framework for technical support through the maintenance of a register of configuration details for each system and monitor its effectiveness through the analysis of reports, consultation with customers and the technical infrastructure team.

Bachelors degree in Computer Science, Information Technology, or a related field.

r) Minimum 5 years of experience in IT Service Management, with a focus on incident and problem management.

s) ITIL Foundation certification (ITIL v4 preferred).

t) Experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent.

u) Proven ability to manage high-pressure situations and coordinate cross-functional teams.

v) brining in external support to minimize the impact of system failure to individual customers and the organization as a whole.