Global Incident/Problem Managerr

• Proven experience in incident management
• Strong leadership and management skills
• Excellent communication and collaboration abilities
• Experience with ServiceNow or similar Incident Management tools
• Knowledge of SLA management
• Ability to perform under pressure

Nice to have:

• ITIL certification
• Experience with Level 2 support
• Knowledge of application support processes
• Previous experience with process improvement initiatives

• Act as Incident Manager and Help Desk Manager
• Manage and oversee Level 1 support, including handling and monitoring incoming incidents and ensuring proper escalation from L1 to Level 2 when required
• Coordinate incident resolution with application support teams and AMS provider
• Own and manage the Incident Management process
• Serve as Process Owner, responsible for governance and continuous improvement
• Define and implement best practices using ServiceNow
• Ensure high-quality incident handling and SLA adherence

This role involves oversight responsibilities and budget management within the incident management domain. The position also supports organizational growth and includes participation in team expansion efforts.