Incident/Problem Manager Resume Example

• Manage the Major Incident Management (MIM) process and perform the management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices
• Responsible for ownership and coordination of actions identified within the MIM and problem analysis
• Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors
• Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams
• Responsible to review problem trends and planning and driving improvements Responsible to identify trends and potential problem source
• Responsible for the efficiency and effectiveness of the Incident and Problem management process
• Responsible for conducting post mortem investigation on all Major Incidents and identify and recommend corrective actions items
• Responsible for producing Problem Records detailing the incident and using Six Sigma 5 why process to determine root cause
• Responsible for developing, coordinating and promoting effective ITIL functioning of problem management activities across support and engineering teams
• Responsible for providing timely and accurate executive/stakeholder communications for all SLA impacting incidents
• Responsible for creating support documentation for our Global Service Desk and Incident Management team
• Responsible for working with client SME and/or TSM resources and vendor resources as required
• Reviewed all change request on a daily basis for impact to Global HRM business/projects.

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