Incident Problem Manager

Recruiter - IT Delivery @ The Judge Group Key Responsibilities

• Oversee the complete lifecycle of IT problems using structured, risk-based analysis within the ITIL Problem Management framework.
• Lead knowledge transfer initiatives for Problem Management processes across global teams, including onshore and offshore Production Control units.
• Design, implement, and maintain Service Now dashboards to support problem tracking, trend analysis, and resolution metrics.
• Govern technical SWAT teams and actively participate in hands-on problem investigation and resolution.
• Conduct weekly audits of problem records to ensure SLA and KPI compliance and proper closure.
• Enhance and formalize Problem Management processes, including the development and delivery of training programs for IT and business stakeholders.
• Facilitate cross-functional Problem Review Board (PRB) meetings, ensuring decisions are documented and problem records are updated.
• Drive root cause analysis and resolution in collaboration with functional, technical, and business teams.
• Monitor service performance to identify proactive opportunities for incident prevention and service availability improvement.
• Track and report evidence-based metrics to maintain transparency on controls and compliance.
• Manage the Known Error Database (KEDB) and ensure knowledge base articles are created and maintained.
• Conduct trend and impact analyses for critical business services to support continuous improvement and risk mitigation.
• Ensure regulatory compliance and communicate findings, remediations, and risks to key stakeholders.
• Develop and maintain standard operating procedures (SOPs), including process flow diagrams.
• Oversee program management tasks such as milestone tracking and delivery management.

• Bachelor’s degree in Computer Science, Business Management, or a related field.
• Advanced proficiency in Service Now, including report writing and dashboard creation.
• ITIL Foundation certification or higher.
• Minimum 5 years of experience in ITIL-aligned Problem Management within an enterprise environment.
• Proven leadership in incident and problem response coordination.
• Strong verbal and written communication skills.
• Advanced proficiency in Microsoft Excel.
• Experience working with offshore teams.
• Hands-on experience with Service Now Incident and Problem modules.
• Ability to generate and analyze KPI metrics such as SLA compliance and Mean Time to Resolution (MTTR).