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Incident and Problem Management Leader

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Coca-Cola HBC

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Location:
Egypt , Cairo

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Incident & Problem Manager within a Service Integration & Management (SIAM) organization is responsible for managing the end-to-end process of incident and problem management to ensure minimal disruption to business operations. This role aims to swiftly restore normal service operation following incidents, and to proactively identify and resolve problems to prevent recurrence. The Incident & Problem Manager works collaboratively across multiple service providers, ensuring alignment with ITIL v4 and IT4IT best practices to deliver seamless and integrated IT services, reporting to Service Management Platform Manager.

Job Responsibility:

  • Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors
  • Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team
  • Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken
  • Facilitate incident & problem swarms to ensure smooth x-vendor collaboration on incidents
  • Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents
  • Monitor and report on incident trends, identifying areas for improvement
  • Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner
  • Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions
  • Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds
  • Proactively identify problem trends and patterns, driving continuous improvement initiatives
  • Develop and maintain problem management metrics and reports, providing insights to management and stakeholders
  • Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes
  • Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems
  • Organize and lead regular incident and problem management reviews with stakeholders
  • Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices
  • Identify opportunities for automation and optimization within incident and problem management activities
  • Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives
  • Ensure documentation and knowledge articles are created and maintained for incident and problem management processes
  • Ensure compliance with organizational policies, standards, and regulatory requirements
  • Participate in audits and ensure readiness for compliance checks related to incident and problem management
  • Develop and maintain incident and problem management policies, procedures, and standards

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or related field
  • ITIL v4 certification required
  • additional certifications in IT4IT or SIAM are a plus
  • Proven experience in incident and problem management within a complex, multi-vendor environment
  • Strong understanding of SIAM principles and experience working in a SIAM ecosystem
  • Excellent analytical and problem-solving skills, with a keen eye for detail
  • Strong leadership and communication skills, with the ability to manage multiple stakeholders
  • Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
  • In-depth knowledge of ITIL v4 and IT4IT best practices
  • Strong understanding of incident and problem management processes and techniques
  • Proficiency in conducting root cause analysis and implementing corrective actions
  • Ability to manage major incidents and lead cross-functional teams under pressure
  • Excellent written and verbal communication skills
  • Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams
  • Fluent English communication skills (verbal and written), with the ability to interact with stakeholders

Additional Information:

Job Posted:
January 31, 2026

Work Type:
Hybrid work
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