Incident & Problem Management Lead

This Incident & Problem Management Lead position at Opis offers an opportunity to drive strategic IT alignment with business goals, build capabilities within an IT Service Management organization. The role involves overseeing daily operations, delivering training, and ensuring process improvements in a complex, multi-national environment. The person will focus on identifying trends, improving quality, and driving service value.

Requirements

• Define and maintain processes, standards, and governance across the I&T organization
• Ensure effective day-to-day operations across internal teams and external suppliers
• Deliver training and awareness sessions across the business
• Ensure adherence to processes, SLAs, and accountability frameworks
• Regularly review incident and problem tickets
• Lead continual service improvements by identifying trends and areas for improvement
• Use insights from reviews to drive service quality enhancements
• Promote proactive problem management and root cause analysis
• Ensure Incident Quality Control by maintaining high standards in incident handling and resolution
• Collaborate with SIAM, service desk, and vendors to ensure consistency
• Work with the SIAM team to improve ITSM tools and workflows
• Optimize communication processes, especially for P1 incidents and corrective actions
• Promote ITIL Best Practices
• Embed ITIL principles into daily operations and long-term planning
• Champion service management maturity across the organization