Critical Incident and Problem Manager

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We are looking for an experienced Critical Incident and Problem Manager to join our IT Infrastructure team. This role is critical in ensuring the high availability and stability of our systems by driving the resolution of major incidents and leading root cause analysis for recurring issues. The ideal candidate will be a proactive problem solver, skilled in cross-functional coordination, and comfortable navigating complex technical environments.

As Critical Incident and Problem Manager, You Will…

• Drive all major incidents to resolution as quickly as possible.
• Provide coordination across all support teams to ensure the timely resolution of incidents.
• Provide timely, regular, and comprehensive updates to key stakeholders.
• Review incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process.
• Participate in regular incident meetings to review open incidents and drive timely closure.
• Perform post-incident review for major incidents to capture lessons learned and ensure closure of improvement plans.
• Create an incident report for key stakeholders containing an executive summary and the incident timeline.
• Track and report all critical incident management-related KPIs.
• Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions.
• Work with various support teams to drive problem tickets to closure.
• Track follow-up actions, ensuring timely closure of problem tickets.
• Perform analysis to identify and register problem tickets.
• Gatekeeper of all known errors.
• Track and report all problem management-related KPIs.
  
  

As a Critical Incident and Problem Manager, You Need…

• Bachelor’s degree in Business, Computer Science, or related discipline required or equivalent work experience.
• 5 to 7 years managing complex IT initiatives in a global enterprise environment.
• Experience in technical incident and problem management in a highly dynamic global organization.
• Experience in Infrastructure (Storage, Network, Windows, Linux, etc), information security, and/or web/application/middleware services.
• A good understanding of business processing operations (BPO) is a plus.
• Strong communication skills and able to articulate complex matters in a concise manner to non-technical audiences.
• Good interpersonal skills with the ability to manage different internal teams well.
• Strong analytical skills and able to deal with complex technical and process subject matters.
• Self-motivated and able to work independently.
• ITIL certification is required.