ITSM Incident & Problem Manager

About the role

The Incident & Problem Manager will lead the response to high‑severity incidents and major incidents, ensuring rapid triage, clear ownership, and timely decision‑making. You will act as the bridge between technical teams and senior leadership, driving service reliability and continuous improvement.

Key responsibilities

• Serve as Incident Manager / Major Incident Manager, organizing bridges, war rooms and driving rapid triage.
• Classify, prioritize and escalate incidents based on impact and urgency.
• Enforce ITIL‑aligned Incident and Problem Management practices and maintain complete documentation in ServiceNow.
• Identify recurring issues, lead root‑cause analysis and ensure actionable outcomes.
• Monitor service health indicators (availability, uptime, MTTR, SLA/OLA adherence) and use observability data to spot degradation.
• Leverage Grafana, Datadog and PagerDuty to improve monitoring coverage, alert quality and escalation processes.
• Provide executive‑level communication during incidents, translating technical details into business language.
• Facilitate post‑incident reviews, capture trends and contribute to playbooks and runbooks.

Required profile

• 3–6 years of experience in Incident Management, Major Incident/Command Center operations or production/SRE support.
• Proven track record managing high‑severity incidents in 24×7 environments.
• Strong ownership of service reliability and operational KPIs.
• Deep knowledge of ITIL/ITSM frameworks and experience enforcing ITSM discipline across distributed teams.

Required skills

• ServiceNow
• Grafana
• Datadog
• PagerDuty
• ITIL/ITSM processes