Incident & Problem Manager Full-time Job

Manage incidents and outages

Manage the review, assignment and classifications of incidents, outages and problem cases

Actively engage with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process

Create and review incident and problem management reports and identify action plans to improve key performance indicators as necessary

Introduces key ITIL disciplines and practical project management techniques to ensure effective end to end problem management

Ensure proper usage of incident, outage, problem and change management systems and processes

Perform quality assurance on completed incident, outage, problem investigations and change management records

Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings

Ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs

Define reporting requirements needed in the management of the incident, outage and problem management processes

Review incident, outage and problem processes, identify trends and recommend improvements

Make recommendations for resolution and improvements to mitigate risk and prevent the replication of problems across systems

Identifying and resolving Service Desk incident assignment issues.

Managing exceptions of rejected incident records at a Service Delivery level.

Resolving day-to-day incident coordination actions for Service Delivery.

Incident Management Acting as a Service Delivery escalation point for day-to-day Incident Management process issues.

Monitoring unassigned and reassigned incidents and taking action if appropriate.

Handling day-to-day incident issues and escalating the Incident Resolver Groups as required to bring the resolution of the incidents back on schedule.

Assisting in reassignment of misdirected incidents.

Providing incident resolution status as requested.

Validating incident severity if required, or assisting with correcting invalid incident severity.

Ensuring the quality and accuracy of incident information, as appropriate.

Process Review for Incident/ Problem Management and implement enhancements and document process.

Perform other related duties as required and assigned

What You’ll Need To Succeed

ITIL framework certification / ITIL v3 foundation certified

Ability to manage an incident/outage bridge with 50+ technical and business stakeholders

Ability to manage competing priorities and operate under pressure

Ability to adjust schedule based on business need

Ability to be proactive, takes action and anticipates opportunities

Ability to guide and assist in technical troubleshooting during an incident/outage

Excellent management, interpersonal, communication, presentation, and organizational skills

The ability to lead cross functional teams effectively at all levels of the organization

Coordination skills: managing (complex) IT technical investigations

Competent in defining, documenting and managing procedures and processes

Advanced knowledge of incident, outage, problem and change management

Experience managing 24/7 Application, Infrastructure and/or Operation teams preferred

Experience supporting Application and Infrastructure in AWS preferred

Strong business acumen and ability to interface with executive management

Must be able to work in fast paced environment.

Adaptability to demanding circumstances that require timely and accurate responses

Strong analytical, multitasking and prioritization skills

Strong collaboration and partnering skills

Excellent verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to senior leaders

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We are Chalhoub Group, a leading partner for luxury across the Middle East for over 60 years. By blending our Middle East expertise, deep understanding of the local customer and intimate knowledge of luxury, were dedicated to making every customer experience unforgettable. For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear. Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer. Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work. To keep the innovation journey going, the Group has set up The Greenhouse, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.