Manager Incident and Problem Management job at CRDB

Job Purpose

The Manager Incident and Problem Management is responsible for ensuring the effective management of ICT incidents and underlying problems across the Bank's technology environment. The role leads the restoration of services during disruptions, minimizes business impact from service outages, drives root cause analysis, and implements preventive measures to improve service stability, availability, and customer experience.

The incumbent will establish and govern Incident and Problem Management processes, coordinate major incident response, and drive continuous service improvement to reduce recurring issues affecting critical banking services.

Principle Responsibilities

• Manage and govern the Incident and Problem Management processes in accordance with ITIL best practices, ensuring compliance with service management policies, procedures, and standards.
• Ensure incidents are logged, classified, prioritized, escalated, and resolved within agreed SLA targets while monitoring the incident lifecycle for timely service recovery.
• Coordinate cross-functional ICT teams, vendors, and external service providers during service disruptions and incident resolution activities.
• Lead the management of major incidents affecting critical banking services, including crisis response activities, incident bridge calls, and war-room sessions.
• Ensure effective communication, escalation, and timely updates on critical and major incidents to management and affected stakeholders.
• Conduct and facilitate Root Cause Analysis (RCA) investigations and oversee post-incident reviews, lessons learned sessions, and implementation of agreed actions.
• Identify trends and recurring incidents affecting service performance and drive the implementation of permanent fixes to prevent recurrence.
• Maintain the Known Error Database (KEDB) and ensure known errors and workarounds are documented and updated.
• Analyse incident and problem data to identify service improvement opportunities and develop initiatives that improve service availability and stability.
• Collaborate with infrastructure, applications, cybersecurity, operations, and change management teams to improve service reliability and support Continual Service Improvement (CSI) initiatives.
• Develop and maintain incident and problem management dashboards, reports, and service stability metrics to support informed decision-making.
• Track and report on incident trends, SLA compliance, MTTR, MTRS, major incident performance, and overall service management effectiveness.
• Assess risks associated with problem resolutions and service improvements and monitor the effectiveness of implemented changes in resolving known issues.
• Support ICT audits and regulatory compliance activities while implementing controls that improve operational resilience and service reliability.
• Lead, mentor, and develop incident and problem management teams by establishing KPIs, promoting accountability and continuous improvement, and building organizational capability through succession planning and staff development initiatives.

Qualifications Required

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• Minimum of 5 years' experience in ICT Service Management, ICT Operations, Service Delivery, or Technology Support.
• Minimum of 3 years' experience in Incident Management, Problem Management, Major Incident Management, or ICT Operations leadership roles.
• ICT Service Management ITILv3 or ITLv4, ISO 20000 Lead Implementer certifications.
• Management or leadership qualification will be an added advantage.
• Proven experience managing mission-critical banking or financial services environments.
• Demonstrated experience conducting Root Cause Analysis and implementing permanent corrective actions.
• Experience managing major incidents impacting business-critical services.
• Proven experience working with enterprise ITSM platforms and monitoring tools.
• Experience managing relationships with technology vendors and service providers.
• Strong experience in service reporting, SLA management, and service improvement initiatives.

• Manage and govern the Incident and Problem Management processes in accordance with ITIL best practices, ensuring compliance with service management policies, procedures, and standards.
• Ensure incidents are logged, classified, prioritized, escalated, and resolved within agreed SLA targets while monitoring the incident lifecycle for timely service recovery.
• Coordinate cross-functional ICT teams, vendors, and external service providers during service disruptions and incident resolution activities.
• Lead the management of major incidents affecting critical banking services, including crisis response activities, incident bridge calls, and war-room sessions.
• Ensure effective communication, escalation, and timely updates on critical and major incidents to management and affected stakeholders.
• Conduct and facilitate Root Cause Analysis (RCA) investigations and oversee post-incident reviews, lessons learned sessions, and implementation of agreed actions.
• Identify trends and recurring incidents affecting service performance and drive the implementation of permanent fixes to prevent recurrence.
• Maintain the Known Error Database (KEDB) and ensure known errors and workarounds are documented and updated.
• Analyse incident and problem data to identify service improvement opportunities and develop initiatives that improve service availability and stability.
• Collaborate with infrastructure, applications, cybersecurity, operations, and change management teams to improve service reliability and support Continual Service Improvement (CSI) initiatives.
• Develop and maintain incident and problem management dashboards, reports, and service stability metrics to support informed decision-making.
• Track and report on incident trends, SLA compliance, MTTR, MTRS, major incident performance, and overall service management effectiveness.
• Assess risks associated with problem resolutions and service improvements and monitor the effectiveness of implemented changes in resolving known issues.
• Support ICT audits and regulatory compliance activities while implementing controls that improve operational resilience and service reliability.
• Lead, mentor, and develop incident and problem management teams by establishing KPIs, promoting accountability and continuous improvement, and building organizational capability through succession planning and staff development initiatives.

• ITIL best practices
• Service Management
• Incident Management
• Problem Management
• Major Incident Management
• Root Cause Analysis (RCA)
• Service Level Agreement (SLA) Management
• ITSM platforms
• Monitoring tools
• Vendor Management
• Service Reporting
• Leadership
• Mentoring
• Team Development

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• ICT Service Management ITILv3 or ITLv4, ISO 20000 Lead Implementer certifications.
• Management or leadership qualification will be an added advantage.