Job Description

The Incident and Problem Manager is responsible for overseeing the incident management and resolution process within the IT service management framework. This role includes overseeing the prioritization and escalation of IT incidents, coordinating major incident responses, and implementing workarounds. The Incident Manager conducts trend analyses and root cause analyses to identify areas for improvement.

In addition, the Problem Manager tracks IT incidents, conducts post-mortems after major incidents, and organizes the problem management team to perform root cause analysis. This dual role ensures that temporary fixes are not sufficient and that underlying issues are addressed to enhance the overall performance of IT services. Communication is pivotal; liaising with supervisors/service owners/customers/others coordinating activities/reviewing work status/exchanging information/resolving problems is integral.

Required/Desired/Highly desired Skills:

• 4-6 years of experience in Incident Management. (Required 4 Years)
• Proficient understanding of ITIL principles. (Required 4 Years)
• Experience with ServiceNow ticketing system. (Required 4 Years)
• Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc. (Required 4 Years)
• Strong communication skills with the ability to interact effectively across all levels of leadership. (Required)
• ITIL certification is highly desirable. (Highly desired)
• Previous experience in State Government is an advantage. (Highly desired)
• Proven track record of developing and providing service level agreements and resolving IT incidents. (Required 4 Years).

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