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Joboffer number #402917

Major Incident & Problem Management Manager

CV Market client
Job ad expired!

Job Description

  • The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
  • MIM/PRB - Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
  • MIM/PRB – Serves as an escalation point for MIM and Problem-related activity.
  • MIM/PRB – Assist with the definition and implementation of tool enhancements. 
  • MIM/PRB - Leads various process improvement initiatives and associated documentation.
  • MIM - Communicate the details of Major Incident status to appropriate parties.
  • PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds)
  • PRB - Maintains Problem record and status information. (Solution Implementation)


  • Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurances.
  • Lead process improvement initiatives.
  • Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts.
  • Validate an incident impact and priority to qualify the event as a “Major Incident”.
  • Draft and publish various Knowledge Solutions.
  • Transition of Major Incident information into the Problem Management process.
  • In a call center rotation, serve as the Point of Contact for Major Incident Management.
  • Problem-related tasks will be handled outside of the Major Incident call center rotation.
  • There are times when weekend or after-hours work is required for Major Incident responsibilities.
  • Collaborate with cross functional IT teams and the business regarding the restoration of services.
  • Deal with critical situations in a professional and timely manner.
  • Generate appropriate communications.
  • Identifies system or process areas where quality is lacking.
  • Provide status updates in Problem Management meetings.
  • Host various meetings with area SME’s to obtain problem resolution.
  • Must be proficient at reading and interpreting technical language, problem descriptions, various snippets of code and logic.


  • 3+ years of experience working in an Enterprise IT environment

  • Minimum of 5 years customer service experience.

  • Associate degree in Computer Science, Information Systems, Business Administration, or related field.

  • Experience operating within an ITIL framework

  • Hands on Experience with IT infrastructure administration a plus (Networking, operating systems, server configurations, app hosting etc.)

  • Working Knowledge of Software Development Lifecycle (SDLC) a plus.

  • Experience with Data Analysis and reporting

Company offers

  • Working in a global organization with focus on diversity;

  • The possibility to enhance your career;

  • A purposeful and exciting environment focusing on providing a healthier future for patients!

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Major Incident & Problem Management Manager
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