Job description
Incident & Problem Manager
KEY EXPECTED ACHIEVEMENTS:
Incident Management:
- Track and manage the status of major incidents, ensuring timely updates and communication to stakeholders.
- Minimize business impact by ensuring efficient incident resolution through coordination with the appropriate support teams.
- Monitor adherence to SLAs, ensuring incidents are resolved within agreed timelines.
- Provide clear and concise updates to senior leadership on the status and progress of major incidents.

Problem Management:
- Drive root cause analysis (RCA) quality to prevent recurrence of incidents.
- Ensure thorough documentation of problem records and RCAs, following industry best practices.
- Monitor and validate the implementation of corrective and preventive actions.

Process Improvement:
- Continuously assess and improve incident and problem management processes to enhance efficiency and effectiveness.
- Develop and implement best practices, leveraging ITIL frameworks where applicable.




- Identify trends and patterns in incidents and problems and recommend proactive solutions.

Collaboration:
- Act as the primary point of contact for major incidents, coordinating with cross-functional teams and external partners.
- Collaborate with teams across different time zones to ensure seamless resolution of incidents.
- Foster robust relationships with internal and external stakeholders, including vendors and third-party support teams.

24x7 Incident Support:
- Ensure 24x7 availability to manage critical incidents, leveraging and coordinating with dedicated support teams.
- Establish and maintain an on-call schedule to address major incident escalations promptly.

Reporting and Metrics:
- Develop and present incident and problem management performance reports, highlighting trends and areas for improvement.
- Track and report on KPIs, including mean time to resolution (MTTR) and first-time fix rates.

Required Technical Skills:
- Strong knowledge of ITIL framework

📌 Incident & Problem Manager (Pune)
🏢 Michelin
📍 Pune