IT Incident & Problem Manager - incident managmt + process owner

Responsibilities

• Acts as the 24x7 escalation point for critical service interruptions, ensuring effective incident control, coordination, and communication across all high-impact incidents.
• Leads and coordinates Major Incident Management activities to restore services swiftly, with full accountability for end-to-end incident resolution.
• Owns stakeholder communications during critical incidents, providing timely, accurate status updates to business and technical leadership.
• Ensures rapid service restoration and resolution of complex and high-impact incidents while minimizing business disruption.
• Creates, manages, and governs Problem records throughout their lifecycle, including after-hours support during critical outages when required.
• Facilitates and drives Major Incident Reviews (MIRs) and Problem Review meetings, ensuring clear actions, accountability, and closure.
• Audits major incident tickets for correct prioritization, technical accuracy, business impact alignment, and adherence to SLA/OLA commitments.
• Defines, develops, and tracks incident and problem management metrics, enabling proactive identification of trends, risks, and systemic issues.
• Documents, implements, and continuously improves Incident and Problem Management processes, escalating risks and gaps to relevant process owners.
• Leads Root Cause Analysis (RCA) for all Priority 1 and Priority 2 incidents and ensures corrective and preventive actions are effectively implemented.
• Supports ITIL process maturity and standardization across Service Management functions in collaboration with other process owners.
• Produces executive- and customer-facing incident reports and dashboards, supporting KPIs, SLAs, and OLAs.
• Builds and maintains strong, trusted relationships with business, application, infrastructure, and vendor stakeholders to drive effective service management outcomes.

Requirements

• 8-12yrs of experience as Incident and Problem Manager with atleast 2 years into coaching and mentoring teams
• Bachelor's degree required; Engineering or relevant technical discipline preferred.
• Expert knowledge of writing and maintaining Incident and Problem Management Processes
• Expert‑level knowledge in defining, implementing, and governing Incident and Problem Management processes
• Proven experience managing critical outages, leading Major Incident reviews, and chairing Problem Review Boards (PRBs)
• Demonstrated ability to drive continuous improvement and prudent change, challenging the status quo while balancing innovation, flexibility, and customer value -must
• Strong judgment and accountability in decision‑making, with sound problem‑solving, risk assessment, and customer‑centric thinking - must
• Proven capability to lead high‑performing teams through leading by example, coaching, continuous learning, and effective recognition-must
• Able to clearly articulate incident impacts, risks, and remediation plans to diverse audiences
• Familiarity with enterprise IT environments and integrations across IT infrastructure, applications, and ITSM tooling
• Highly organized, proactive, and adaptable, with the ability to operate effectively in high‑pressure environments
• Self‑motivated with demonstrated creative and critical thinking capabilities
• Strong team orientation with a positive mindset, continuous learning attitude, and willingness to support others
• Fluent in English (written and spoken) with confidence engaging senior leadership and executive stakeholders Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.
• Owns success - Takes responsibility for successful delivery of the solutions.
• Ardent desire to improve upon their skills in software development, frameworks, and technologies.
• Strong stakeholder management, mediation, and relationship‑building skills across technology and business teams

Benefits

Additional Information

About Gartner: Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. We work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A. - Visit www.gartner.comto learn more. About this role : This position is responsible for overall response to critical Incidents. This role facilitates, develops, and maintains the overall Incident Management process, and works with other team leads when process deficiencies or improvements are identified. Responsible for coordination of Problem records including creation, assignment, follow-up and reporting, along with the growth and management of the Problem Management practice overall.

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Company Intel

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