Responsibilities

- Own incident reports from creation to approval.
- Review report quality: classification, timeline, business impact, resolution, RCA and lesson learnt.
- Hold and drive PICs accountable for RCA, resolution, learning points and mitigation plan within agreed SLA.
- Track mitigation actions to completion and escalate overdue items.
- Design and run the problem management process: recurring-incident identification, know-issue tracking, preventive action governance.
- Maintain the learning log, publish regular trend summaries, run the weekly incident review and prepare monthly metrics for management
- Improve the framework, taxonomy and report templates based on trends.
- Coach the duty team on incident report quality and support P0/P1 incidents as needed

Requirements

Must have

- 4+ years in incident, problem or service management,



technical operations, including 2+ years running RCA or post-incident review.
- Strong knowledge of ITIL/ITSM, incident vs problem management, RCA methods
- Proven ability to drive accountability with engineering and senior stakeholders
- Explicit, concise English writing and reporting.
- Able to challenge technical answers and ask the right follow-up questions.
- Experience building or improving processes, not only following them.

Nice to have

- iGaming, fintech or payments experience.
- Experience with Rootly, PagerDuty, ticketing systems or similar tools.
- Basic API integration, cloud services and data analysis skills
- ITIL certification

📌 Incident & Problem Management Lead (India)
🏢 Agensi Pekerjaan Orgscale Recruitment Sdn Bhd
📍 India