SIAM Incident & Problem Management

As an SIAM Incident & Problem Management professional, you will be responsible for owning the incident and problem management processes across multiple vendors/teams and external service providers. Your key responsibilities will include: - Ensuring that multi-vendor escalated incidents are managed in accordance with ITIL best practices. - Maintaining operational control and structured execution for all incidents. - Leading and governing multi-vendor involved incidents (P3/P4) and overseeing the process execution by each vendor. - Providing executive-level reporting and dashboarding on incident volumes, severity, trends, and response effectiveness. - Conducting post-incident reviews to capture lessons learned and improvement actions. Qualifications required for this role include: - 10+ years of experience in IT Incident Management. - Experience working in SIAM or multi-vendor environments. - Proficiency in ITSM tools such as ServiceNow. In addition to incident management, you will also be responsible for owning the problem management process across multi-vendor teams and external service providers. Your key responsibilities will include: - Ensuring recurring and major issues are identified, logged, prioritized, and managed in line with ITIL best practices. - Driving structured Root Cause Analysis (RCA) for multi-vendor problems and ensuring permanent corrective actions. - Maintaining governance and control over the problem backlog, aging, and resolution effectiveness. - Providing executive-level reporting and dashboards on problem trends, root causes, recurrence, and fix effectiveness. Qualifications required for the Problem Management aspect of the role include: - 10+ years of experience in IT Problem Management. - Experience working in SIAM or multi-vendor environments. - Strong hands-on RCA experience (e.g., using 5 Whys methodology for root cause analysis). - Proficiency in ITSM tools such as ServiceNow. As an SIAM Incident & Problem Management professional, you will be responsible for owning the incident and problem management processes across multiple vendors/teams and external service providers. Your key responsibilities will include: - Ensuring that multi-vendor escalated incidents are managed in accordance with ITIL best practices. - Maintaining operational control and structured execution for all incidents. - Leading and governing multi-vendor involved incidents (P3/P4) and overseeing the process execution by each vendor. - Providing executive-level reporting and dashboarding on incident volumes, severity, trends, and response effectiveness. - Conducting post-incident reviews to capture lessons learned and improvement actions. Qualifications required for this role include: - 10+ years of experience in IT Incident Management. - Experience working in SIAM or multi-vendor environments. - Proficiency in ITSM tools such as ServiceNow. In addition to incident management, you will also be responsible for owning the problem management process across multi-vendor teams and external service providers. Your key responsibilities will include: - Ensuring recurring and major issues are identified, logged, prioritized, and managed in line with ITIL best practices. - Driving structured Root Cause Analysis (RCA) for multi-vendor problems and ensuring permanent corrective actions. - Maintaining governance and control over the problem backlog, aging, and resolution effectiveness. - Providing executive-level reporting and dashboards on problem trends, root causes, recurrence, and fix effectiveness. Qualifications required for the Problem Management aspect of the role include: - 10+ years of experience in IT Problem Management. - Experience working in SIAM or multi-vendor environments. - Strong hands-on RCA experience (e.g., using 5 Whys methodology for root cause analysis). - Proficiency in ITSM tools such as ServiceNow.