Incident & Problem Management Officer

• Logging and tracking incidents to ensure timely resolution and to identify patterns for process improvement
• Coordinating support teams to restore services as quickly as possible
• Facilitating crisis communication, including documenting incident details and providing updates to management using designated tools
• Producing detailed incident reports that include technical analyses and recommended steps for future prevention
• Ensuring correct application of incident and problem management processes as outlined in relevant operational frameworks
• Communicating major outages to customers and colleagues through appropriate channels
• Organizing and conducting problem management meetings to identify root causes and develop action plans to prevent recurrence
• Participating in or facilitating Problem Review and Action Boards (PRAB) meetings to communicate problem statuses and resolutions

• 2-3 years expertise with Major Incident Management
• At least 3 years of expertise in IT service management or an IT support role
• Service NOW (SNOW) expertise is desirable but not mandatory
• Expertise with Word, PowerPoint, Excel, MS Teams
• Comprehensive expertise of IT infrastructure, network, and application dependencies across multiple technologies
• Expertise to support troubleshooting and root cause analysis
• Impact analysis expertise needed to evaluate the potential consequences of service interruptions and problems
• English working environment and English context – Mandatory

Service NOW (SNOW) expertise