CIS SERVICE DELIVERY MANAGEMENT-CIS INCIDENT MANAGEMENT

• Incident Management
• Problem Management
• ITIL
• RCA
• Service Governance

This role is responsible for leading enterprise-wide Incident and Problem Management to ensure rapid resolution of major incidents and long-term stability of IT services. The manager will coordinate high-severity incident response, facilitate war rooms, ensure clear stakeholder communication, and drive post-incident reviews. A key focus is on problem management through trend analysis, root cause analysis (RCA), and preventive actions to eliminate recurring issues. The role also emphasizes process governance, KPI tracking, ITIL-aligned continuous improvement, stakeholder engagement, and reporting to senior leadership, ensuring minimal business disruption and improved service resilience.