Responsible for ensuring incident service levels are achieved in agreement with internal business stakeholders and tech. The overall responsibility is to manage service management (Incident, Problem and Change) daily operations and initiatives to drive system stability. Also ensuring that business stakeholders' expectations are met and addressed.Job Responsibilities: IT Service ManagementDriving, managing, and coordinating the response to all critical, major, and high severity incidents (MIM) towards resolution within the stipulated SLA.Manage all incidents and requirements related to the TECH Service Management process – Incident Management, Problem Management, as a Single Point of Contact.Establish and maintain a service orientated, customer focused TECH function that supports ongoing operations that drive efficiency, quality, customer service and growth.Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required.Responsible for continuous improvement of the overall Incident and Problem Management process and communicationResponsible for timely, clear, accurate and precise communications to internal stakeholdersReviewing and studying the historical problems and root cause analysis to identify trends and opportunities for improvements across technology.Quality assurance of high severity incident tickets within Service Now across all Major IncidentsAbility to work across 24/7 coverage On Call Rota as required.Prepare service reporting and executive summary for stakeholders and management.Maintain internal SOP (Incident, Problem and Change) and policies.Cross support with Change Management and act as stand-in to chair CAB (Change Advisory Board) as and when required.Manage relationship in relation to TECH services by having transparent and effective communication with senior management and business stakeholders in delivering credible and service stability. Job Requirement: Degree in any discipline from an accredited institution. Preferably with ITIL certification V4.Minimum 10 years of working experience in IT Service Management.Ability to drive and coordinate MIM (Major Incident Management) A good understanding of the insurance business and its success drivers.Strong strategic thinking and analytical skills in problem management.Accountable delivering of outcomes, strives to meet and exceed stakeholders' expectations. Flexible and able to take on additional tasks as and when required.Sound knowledge in using and customizing reports with current industry service management systems (JIRA, SNOW etc)
