The Incident and Problem Management Lead is responsible for ensuring the effective management of IT incidents and problems to minimize business impact and prevent recurrence. This role oversees the end-to-end process, drives timely resolution of incidents, root cause analysis, and continuous improvement initiatives. Additionally, the role manages a 24x7 Command Center operation with a team of 12 staff, ensuring continuous monitoring, rapid response, and operational excellence. As a leader in both operational IT service operations supporting digital transformation, this role champions AI adoption, process optimization, and shift-left strategies to enhance service delivery while reducing manual overhead whilst maintaining operational stability.

 

Responsibilities

Incident Management:

• Lead the incident management process to ensure rapid restoration of services.
• Coordinate major incident response, including communication with stakeholders and escalation management.
• Ensure adherence to SLAs and KPIs for incident resolution.
• Maintain accurate incident records and reporting.

 

Problem Management:

• Drive root cause analysis for recurring incidents and major problems.
• Provide oversight to permanent fixes and preventive measures.
• Maintain the knowledgebase of problems and ensure effective knowledge sharing.
• Collaborate with engineering and operations teams to reduce recurring incident volume.
• Review Incident Trends for preventive measures to incident occurrence.

 

Command Center Operations:

• Manage a 24x7 Command Center with 12 staff across rotating shifts.
• Ensure continuous monitoring of critical systems and proactive detection of issues.
• Establish clear escalation protocols and ensure timely response to alerts.
• Optimize staffing schedules and maintain high team performance.
• Implement automation and tools to improve operational efficiency.

 

Process Governance & Continuous Improvement:

• Define and enforce incident and problem management policies and procedures, ensuring annual review is performed.
• Monitor process performance and identify improvement opportunities.
• Provide training and guidance to teams and partners on best practices.
• Prepare and present regular reports to senior management.
• Implement shift-left strategies to streamline Infra Operations responses to common alerts and incidents.
• Act as the point of contact for audits related to Incident and Problem Management

 

Stakeholder Management:

• Act as the escalation point of contact for incident and problem management.
• Communicate effectively with business units, vendors, and leadership during critical events.
• Ensure transparency and timely updates throughout the incident lifecycle, including post-incident reporting to Group Risk Management.

 

Champion culture and conduct behavioral expectations within the Department/Division

Ensure compliance with IT policies and contribute to risk culture and audit participation

 

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality