Problem/Incident Management Process Lead

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Proven experience in network management, problem resolution, or a similar role.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work collaboratively with cross-functional teams.
Knowledge of network infrastructure, protocols, and technologies.
Familiarity with network monitoring and management tools.

Manage incidents effectively, ensuring timely resolution and minimal impact on business operations.
Lead major incident calls, coordinating with relevant teams to facilitate swift resolution and clear communication throughout the incident lifecycle.
Provide senior management with executive communication on the status of incidents, ensuring timely and accurate updates.
Identify and analyze network problems to determine their root cause and impact on business operations.
Coordinate with cross-functional teams, including network engineers, IT support, and vendors, to resolve network issues promptly.
Develop and implement problem management processes and procedures to improve network reliability and performance.
Monitor network performance and conduct regular assessments to identify potential issues and areas for improvement.
Maintain detailed documentation of network problems, resolutions, and preventive measures.
Conduct post-incident reviews and perform post-mortem analysis to evaluate the effectiveness of problem resolution and identify opportunities for improvement.
Represent the team in Root Cause Analysis (RCA) meetings with the business to ensure clear communication and understanding of network issues and resolutions.
Prepare and deliver reports and PowerPoint presentations on team-wide performance, highlighting key metrics, achievements, and areas for improvement.