Key Responsibilities:

1. Incident Management:

o Lead and coordinate the resolution of IT incidents to ensure minimal impact on business operations.

o Act as the point of escalation for major incidents, ensuring timely communication with stakeholders.

o Conduct root cause analysis for critical incidents and ensure that corrective actions are implemented.

o Maintain and improve incident management processes, ensuring compliance with SLAs.

2. Change Management:

o Manage and oversee the change management process, ensuring that changes are assessed, approved, and implemented effectively.

o Collaborate with technical teams to evaluate the risk and impact of proposed changes.

o Chair Change Advisory Board (CAB) meetings, facilitating the review and approval of changes.

o Ensure proper documentation and communication of changes to relevant stakeholders.

3. Reporting and Documentation:

o Generate and present incident and change management reports to senior management.

o Maintain accurate records of all incidents and changes, ensuring compliance with audit requirements.

o Continuously improve reporting processes and tools to enhance visibility and decision-making.

4. Continuous Improvement:

o Identify areas for process improvement within incident and change management and implement best practices.

o Provide training and guidance to IT staff on incident and change management procedures.

o Monitor and analyze incident and change trends to proactively prevent future incidents.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Proven experience in IT Service Management, with a focus on incident and change management.

• ITIL certification is highly desirable.

• Strong problem-solving and analytical skills.

• Excellent communication and interpersonal skills.

• Ability to work under pressure and manage multiple priorities.

Key Competencies:

• Leadership and decision-making skills.

• Attention to detail and accuracy.

• Ability to collaborate across teams and manage stakeholder relationships.

• Proactive approach to problem-solving and process improvement.

Experience:

• Minimum 3-5 years of experience in a similar role within an IT environment.

• Windows AD, Azure , O365 user management operations

• Desktop user support skills

• Experience managing major incidents and leading change management processes.