Incident and Problem Coordinator

Our client is looking for an Incident & Problem Project Manager. 

Primary Responsibilities

• Operational Coordination:

  • Assume operational coordination of incidents and problems.

  • Centralize and route incident resolution requests from L2 support.

  • Coordinate the resolution of complex or major incidents from the infrastructure point of view.

  • Evaluate the need to create problems and coordinate root cause analysis.

  • Provide recommendations for structural resolution.

• Root Cause Analysis:

  • Lead root cause analysis (troubleshooting).

  • Identify workarounds and definitive solutions.

  • Implement workarounds and definitive solutions.

  • Develop and execute related communication plans.

• Service Delivery:

  • Deliver good service levels to customers.

  • Be a result-oriented, self-propelling, and well-structured team player.

  • Communicate and collaborate openly with other people and teams.

  • Respect people, processes, and procedures, and raise improvement opportunities.

  • Provide a great service experience to internal customers.

  • Achieve high levels of effectiveness in daily service fulfillment.

Secondary Responsibilities (Post-Stabilization Phase)

• Version Release Management:

  • Coordinate and plan the version release management of infrastructure components for the Modern Workplace team.

  • Manage minor upgrades within the BASU budget (Business as usual or day-to-day activities).

  • Collect information to prepare the roadmap of minor updates for the Modern Workplace’s infrastructure components.

  • Create, follow, and report on a release roadmap (rolling exercise) for the next 12 months.

• Incident and Problem Management:

  • Acknowledge, challenge, and route incidents within DBS IT Production.

  • Lead major incidents and complex problems of IT production requiring coordination with several teams.

  • Apply incident and problem management processes and propose improvements to the related process managers.

  • Regularly identify problem candidates in collaboration with several teams by analyzing incidents.

  • Report weekly to DBS IT Production management on the progress of problems and problem candidates.

  • Report weekly to DBS IT Production management on lessons learned from managing major incidents.

• Continuous Improvement:

  • Keep up with IT standards and innovations, and share knowledge and experience.

  • Propose monitoring enhancements to prevent incidents.