Our client is looking for a Senior Associate – Major Incident & Problem Management to lead the response to high-impact IT incidents, drive rapid service restoration, and proactively identify and eliminate the root causes of recurring issues.

This is an excellent opportunity for an ITSM professional who thrives in high-pressure environments, can coordinate multiple technical teams, and knows how to turn incidents into long-term improvements.

Key Responsibilities

• Lead major incident response and coordinate cross-functional technical teams during high-impact IT disruptions
• Manage the full incident lifecycle from detection through resolution and post-incident review
• Facilitate war rooms and major incident bridge calls, coordinating technical teams, vendors, and senior stakeholders
• Drive Root Cause Analysis (RCA) and ensure permanent fixes are implemented
• Manage the Problem Management process and maintain the problem register
• Conduct Post-Incident Reviews (PIRs) and track lessons learned and improvement actions
• Analyse incident trends to proactively identify and prevent recurring issues
• Monitor key ITSM metrics including MTTR, problem closure rates, and recurring incidents
• Develop and improve incident management procedures, escalation matrices, and communication frameworks
• Leverage AI-powered incident analytics and anomaly detection to improve early warning and accelerate root-cause identification

Requirements:

• 3+ years of relevant IT experience
• Strong Major Incident Management experience
• Problem Management and RCA expertise
• Experience coordinating war rooms and bridge calls
• Strong stakeholder and executive communication skills
• Knowledge of ITIL / ITSM frameworks
• Experience with incident and problem KPI reporting
• Exposure to AI-driven incident analytics is an advantage
• Bachelor's degree in IT or a related field
• 6+ years of experience and/or a Master's degree would be highly desirable

REF: FL V-207776