Incident & Problem Manager ( Req. experience: 5 to 6 years)

• Incident & Problem Management

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

• Requirement is from a project team which focuses on Atlassian products implementation, customization, administration and support. Has a large deployments which supports close to 4000 users with 400 projects for agile planning and Collaboration.

• Resource Management, Shift Management (Roster Preparation/Updating), Daily/Weekly/Monthly/Yearly Incident & Problem reporting to the management, not only limited to this.

• Single point of contact for one or more incidents and problems 
• Responsible for Ownership and Coordination of actions of those Incidents and problems 
• To analyze root cause, identify known error and coordinating actions to fix the error 
• To review the Problem Trends and Planning and Driving Improvement Plan 
• To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit

• Identifies trends and potential problem sources (by reviewing Incident and problem analysis)
• Monitor the incidents to ensure that the Service Level Agreement are respected 
• Prevents the replication of problems across multiple systems
• Reviews the efficiency and effectiveness of the problem control process 
• Monitors the effectiveness of error control and makes recommendations for improvements
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary
• Updating KEDB
• Produces Problem Management reports and management information

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• understands process and people, and uses the safest and easiest techniques to reduce pests.
• Evaluation is an ongoing process.
• Very good communication