Manager, IT Service Management & IT Asset Management, Digital Technology Infrastructure Department

1. Major Incident Management

• Lead the management and resolution of Severity 1 and Severity 2 incidents.
• Assume Incident Co-ordinator role during major service disruptions.
• Coordinate multidisciplinary technical teams to restore services within agreed service levels.
• Establish and manage incident bridges, war rooms, and technical recovery activities.
• Drive timely escalation to senior management, vendors, and support teams.
• Ensure accurate assessment of business impact and service risks.
• Provide timely executive updates throughout the incident lifecycle.

2. Incident Governance & Process Management

• Own and govern the IT Incident Management process for the Digital and Technology Sector (DTS)
• Ensure compliance with Incident Management policies, standards, and ITIL best practices.
• Monitor adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and recovery objectives.
• Conduct quality reviews of incident records and escalation practices.
• Identify process gaps and implement improvements to incident handling procedures.
• Maintain incident runbooks, communication protocols, and escalation matrices.

3. Problem Management Leadership

• Own and govern the IT Problem Management processes for DTS
• Lead the identification, investigation, and resolution of underlying causes of recurring and high-impact incidents.
• Establish proactive and reactive Problem Management practices.
• Facilitate Root Cause Analysis (RCA) sessions involving application, infrastructure, cloud, cybersecurity, and vendor teams.
• Ensure known errors are documented and maintained within a known error knowledgebase.
• Track and govern problem records from identification through permanent resolution.
• Ensure effective implementation of corrective and preventive actions.
• Drive reduction of repeat incidents through long-term remediation plans.
• Prioritize problems based on business impact, operational risk, and recurrence trends.

4. Root Cause Analysis (RCA) Management

• Facilitate structured RCA exercises following major incidents, and adopt appropriate methodologies to effectively analyse the details of the incidents.
• Challenge technical findings to ensure identification of true root causes rather than symptoms.
• Review RCA reports for completeness, quality, and actionable recommendations.
• Present RCA outcomes to IT leadership and business stakeholders.

5. Proactive Service Stability & Trend Analysis

• Analyze incident and problem trends to identify systemic weaknesses.
• Monitor recurring incidents and chronic service issues.
• Develop service improvement initiatives targeting service stability and availability.
• Collaborate with support teams to eliminate technical debt and operational risks.
• Conduct regular service health reviews for critical business services.
• Recommend infrastructure, application, and process improvements based on trend analysis.

6. Cross-Functional Coordination

Coordinate and influence resolution activities across:

• Application Support Teams
• Infrastructure Operations
• Cloud Operations
• Cybersecurity Operations
• Change Management Teams
• External Service Providers and Vendors
• Act as the operational liaison between technology teams and business stakeholders during major incidents and problem investigations.

7. Change and Risk Integration

• Assess unresolved problems and known errors for operational risks.
• Work closely with Change Management teams to ensure remediation activities are properly planned and executed.
• Review high-risk changes impacting critical services.
• Ensure lessons learned from incidents and problems are incorporated into future change implementation activities.

8. Service Reporting & Continuous Improvement

• Develop executive dashboards for Incident and Problem Management performance.
• Report service stability and operational risk metrics to senior leadership.
• Establish continual service improvement initiatives.
• Drive automation opportunities for:
  • Incident detection
  • Event correlation
  • Escalation workflows
  • Knowledge management
  • Root cause identification

Critical Success Factors:

• Effective Incident Command and Coordination

  Successfully lead and coordinate cross-functional teams, vendors, and stakeholders during major incidents.

• High-Quality Root Cause Analysis

  Deliver timely, actionable, and evidence-based RCA outcomes that address true root causes rather than symptoms.

• Strong Stakeholder Communication

  Provide clear, timely, and accurate communication to business leaders, service owners, and executives during incidents and problem investigations.

• Strong Collaboration Across Technology Domains

  Foster effective working relationships across application, infrastructure, network, cloud, cybersecurity, and vendor support teams.

• Academic Qualifications: Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• Experience: Minimum 5 years working experience with hands-on experience in processes or discipline related to incident and problem management. Strong communication skills and certified in ITIL is highly desirable.