Senior Incident & Problem Process Manager
Key Responsibilities Manage and improve Incident and Problem Management processes in line with Group ITSM policies and standards.
Ensure consistent incident classification, prioritisation, escalation, resolution, and closure.
Define and monitor standards for root cause analysis, corrective actions, and preventive measures.
Support major incident governance, stakeholder communication, and post-incident reviews.
Identify recurring incidents and drive improvements to prevent service disruptions.
Maintain process documentation, procedures, governance controls, and knowledge articles.
Monitor KPIs such as SLA performance, MTTR, incident volumes, problem backlog, and corrective action closure.
Prepare management reports and support audit, compliance, and operational risk reviews.
Identify opportunities for workflow automation, reporting improvements, and ITSM tool enhancements.
Deliver training, coaching, and process guidance to technical and operational teams.
Coordinate with Group Process Management and regional stakeholders to improve process adoption.
Requirements Minimum 8 years of overall IT experience, preferably in IT operations, production support, application support, infrastructure support, or IT service management.
Hands-on experience in Incident Management, Problem Management, Major Incident Management, or ITSM governance.
Strong knowledge of ITIL practices, including Incident Management, Problem Management, Service Desk, Change Enablement, Service Continuity, and Continual Improvement.
Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
Understanding of Unix, Windows, networks, databases, middleware, MQ, scheduling, storage, and monitoring technologies.
Strong skills in root cause analysis, reporting, stakeholder management, and process improvement.
Preferred Qualifications Experience in banking, capital markets, corporate banking, or other regulated technology environments.
Exposure to operational resilience, audit, operational risk, and regulatory controls. EA Number: 11C4879