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The Lead, Incident Governance & Reporting is a critical role within the Technology Incident Optimization program, responsible for establishing and maintaining the oversight framework that ensures incident reduction initiatives are data-driven, compliant, and effectively tracked. This position will lead all governance and reporting responsibilities, focusing on ensuring all incident reduction activities adhere to enterprise standards and guiding principles while maintaining comprehensive audit trails and stakeholder transparency.
Job Responsibility:
Establish and enforce a robust governance framework for all event management optimization activities
Manage change control, approval workflows, and audit trails
Define, implement, and continuously monitor Key Performance Indicators (KPIs) for the program
Produce comprehensive dashboards and reports for all levels of stakeholders
Ensure accountability for tracking all program-aligned projects and initiatives using enterprise project management platforms
Identify, assess, and mitigate risks associated with incident reduction efforts
Serve as a key liaison between technical, operational, and leadership teams
Manage program enablers from partner organizations
Plan and communicate changes to all stakeholders
Facilitate transparent communication of program status, risks, and achievements
Requirements:
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field
Minimum of 5+ years of progressive experience in IT Operations, Service Management, IT Governance, or Program Management within large enterprise environments
Proven track record of defining and reporting on KPIs for complex IT programs and experience establishing governance frameworks
In-depth understanding of IT Service Management (ITSM) processes, the ITIL framework (particularly Event, Incident, and Change Management), and change control procedures
Strong proficiency in using data visualization and analytics tools to translate complex technical data into business insights
Advanced proficiency in using enterprise project management and collaboration tools for tracking, reporting, and documentation
Familiarity with the concepts of modern event management, AIOps, and automation platforms
Basic knowledge of a scripting or query language for data analysis is preferred
Exceptional analytical, problem-solving, and risk management capabilities with a strategic mindset and a strong commitment to documentation and auditability
Excellent communication and presentation skills with the ability to articulate complex information to diverse audiences, influence without direct authority, and build consensus across cross-functional teams
Nice to have:
An advanced degree in a relevant technical field
Relevant industry certifications (e.g., ITIL, PMP, CRISC)
Experience with AIOps platforms, event correlation technologies, and automation frameworks
Experience in financial services or other highly regulated industries
Familiarity with CMDB structures, topology mapping, and modern observability platforms