Incident and Problem Manager

Job Summary

A company is looking for an Incident and Problem Manager to join their Managed Services customer support team.

Key Responsibilities

• Lead and mentor a geographically distributed Incident and Problem Management team
• Oversee the end-to-end incident lifecycle and manage the problem management process
• Develop, track, and communicate incident and problem metrics to leadership

Required Qualifications

• 3+ years in an IT support or service management leadership role
• Strong technical background in Windows Server, networking, and cloud platforms
• Experience with ITSM tools and incident/problem management processes
• Proven ability to lead remote and distributed teams effectively
• ITIL certification or equivalent process knowledge is preferred