Major Incident / Problem Manager

The Major Incident / Problem Manager will report to the ITSM Manager. The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs. In addition, the current Major Incident and Problem management processes should be reviewed improved, and where agreed with the ITSM manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders. RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented.