Tech Manager Incident Problem Change

Job description

**Role & responsibilities** **Incident Management Coordination** Lead and coordinate the end-to-end incident management process. Ensure timely identification, logging, categorization, prioritization, and resolution of IT incidents. **Incident Response & Resolution** Oversee the investigation and diagnosis of incidents. Coordinate with technical teams and stakeholders to restore normal service as quickly as possible. Escalate critical incidents to appropriate teams or management when necessary. **Communication and Stakeholder Management** Serve as the primary point of contact for incident communication. Provide regular status updates to affected users, management, and other stakeholders. Manage communication during major incidents or outages. **Incident Reporting and Documentation** Ensure all incidents are properly documented in the incident management system. Prepare incident reports, including root cause analysis and lessons learned. Maintain an incident knowledge base for future reference and training. **Continuous Improvement** Analyse incident trends and patterns to identify recurring problems. Collaborate with problem management teams to prevent incidents from recurring. Recommend process improvements to enhance incident handling efficiency. **Compliance and Governance** Ensure incident management practices comply with internal policies and external regulations. Support audits related to incident management processes. **Training and Awareness** Conduct training sessions and workshops for IT staff on incident management procedures. Promote awareness of incident response best practices across the organization. **Coordination with Other IT Functions** Work closely with service desk, and other IT teams. Align incident management processes with overall IT service management (ITSM) framework. **Problem Management Skills** Lead problem identification and root cause analysis. Investigate and diagnose underlying causes of incidents. Initiate and coordinate problem resolution activities. Maintain a known error database for quick reference. Work closely with incident and change managers to implement permanent fixes. Monitor and report on problem trends and resolution effectiveness. **Change Manager Skills** Manage the change lifecycle from request through approval, implementation, and review. Assess risks, impacts, and resource requirements for change requests. Chair the Change Advisory Board (CAB) meetings to evaluate and approve changes. Communicate change schedules and statuses to stakeholders. Ensure changes comply with organizational policies and standards. Coordinate change implementation with technical teams. Conduct post-implementation reviews to verify successful deployment. Maintain change records and documentation. Identify and promote process improvements to enhance change management.