About this role
Incident & Problem Mgmt Lead
Job Description: Your Responsibilities: • Closely monitor the relevant dashboards in ServiceNow on a regular basis and ensure exceptions including Incidents and Requests that are Breached, Escalated, Reopened or categorized as high priority are handled in a timely manner. • Connect with the Service Towers on a regular basis to ensure exception tickets are handled as a priority. • Create and present daily/ weekly monthly operational reports, for leadership review, showing SLA and KPI attainment, Backlog Age and other operational metrics, and exception reports showing Incidents and Requests requiring special attention and focus. • Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensure SLA and KPI targets are met, and a high level of customer satisfaction is achieved. • Review the open Problem tickets regularly and follow up with the appropriate teams and ensure they are addressed and closed by the due date. • Oversee / triage P1 Incidents and determine if I&O teams' engagement is necessary and engage the appropriate teams or SMEs (Subject Matter Experts) on a P1 bridge. • Drive major incidents to timely resolution by actively steering the troubleshooting process and coordinating across stakeholders and resolver groups. Capture good incident documentation with a focus on attention to details. • Ensure root causes and action plans are properly documented and published in a timely manner. • Ensure adherence to established global standards, processes, procedures and best practices. • Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty) duties. Provide 24x7 support for global operations as required. • Provide backup support for other process leads when they are out of the office. • Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders and technical team members. • Follow through on agreed upon enhancements / evolutions and ensure they meet customer requirements. • Document processes and procedures consistent with professional quality documents and create and maintain operational Runbooks. Your Profile: • Bachelor’s degree. in computer science / information systems or equivalent combination of relevant education and experience. • ServiceNow Certification, ITIL Certification or equivalent. • 4+ years of hands-on experience with the ServiceNow platform in the areas of Incident Management, Problem Management, Reporting and Dashboards, Change Requests, Service Catalogs, Workflow and CMDB. • Good understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems. • 2+ years of experience with Power BI and Microsoft Teams. • Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues. • Ability to create professional quality technical documentation, procedures, presentations and knowledge articles. • Ability to prioritize and complete multiple tasks during critical and high-pressure situations. • Excellent planning, collaborative, interpersonal, and time management skills. • Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.