Incident/Problem/Defect Management Lead

Job Description

Role: Incident/Problem/Defect Management Lead

Who are we looking for?

Looking for a strong Incident/Problem/Defect Management Lead for Live Running Applications with ITIL/ITSM skills and certification who has proven track record of leading and Supporting Live Running Applications which are built in Curam platform.

Technical Skills:

• Own and manage the incident management process in line with ITIL best practices.
• Act as the primary coordinator for major/high-priority incidents.
• Ensure timely identification, logging, prioritization, escalation, and resolution of incidents.
• Lead incident bridge calls and coordinate cross-functional teams.
• Provide regular and clear communication to stakeholders on incident status and resolution progress.
• Ensure post-incident reviews (PIRs) are conducted and documented.
• Track incident trends and recommend preventive and corrective actions.
• Maintain incident-related documentation, runbooks, and knowledge articles.
• Ensure Service Level Agreement (SLAs) and Operational Level Agreement (OLAs) are met and report on incident performance metrics.
• Drive continuous improvement of incident response and recovery processes.
• To work in the Programme Live Running Service with responsibility for the management and co-ordination of defect management and resolution prior to services being handed over to the program end user.
• Strong stakeholder engagement experience to work with multiple business areas within programme and application service program to establish and improve effective processes and ways of working to reduce impact to users of the services.
• Managing development teams to capture and analyze defects raised through existing processes, working closely with the Service Desk and teams to triage defects and conduct analysis to identify severity of defects, area of responsibility and actions to resolve.
• Define reporting metrics, build and improve reports to ensure oversight and performance is delivered to agreed goals.

Behavioral Skills:

• Excellent verbal and written communication skills
• Excellent presentation skills
• Proven ability to thrive in change by having a fast, flexible, cooperative work style and ability to reprioritize at a moment's notice.
• Excellent analytical/problem solving
• Effective planning and organizational skills
• Strong analytical skills and attention to detail.
• Should have Conflict Management/Team building skills
• Decision-making, Foresee potential issues and risks

Qualifications and Skills:

• Bachelor of Engineering
• ITIL v3/ITIL v4 Certified
• 5+ experience in IT operations, support and incident management
• Strong understanding of ITIL Incident, Problem and Defect management.
• Knowledge in AWS Cloud Environment
• Experience of handling major incidents and crisis management
• Hands-on experience in JIRA/Confluence
• Worked in Agile (Scrum/Kanban) Environment
• Need to work in rotational shift from 7am to 7pm UK work hours during weekdays.

What's in for you?

• At Mphasis, we promise you the perfect opportunity of building technical excellence, understanding business performance and nuances, being abreast of the latest happenings in technology world and enjoying a satisfying work life balance.
• You get an open and transparent culture along with freedom to experiment and innovation

About the practice/Project:

• Leading UK based Client dealing with public sector. Client projects deal with cutting edge technology and disruptive development, and the customer is a leader in technology adoption.

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression on the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions range is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.