Roles: Incident & Problem Management

First point of contact for incident reporters. Creates, classifies, and escalates incident records in ServiceNow. Resolves incidents using knowledge base procedures, owns incident tracking and communication throughout the lifecycle, and identifies process improvements.

Investigates and diagnoses complex incidents requiring deeper technical knowledge. Implements resolution and recovery measures, creates outage records, escalates to external parties as needed, and supports Major/Master Incident Managers with initial assessments and status updates.

Owns the Problem Management process, responsible for preventing problems and recurring incidents and minimizing the impact of incidents that cannot be prevented.

Owns the Incident Management process, responsible for restoring normal service operation as quickly as possible following unplanned service interruptions in accordance with service level agreements.

Reports issues and raises incidents related to IT Services through various channels. Participates in the implementation of solutions or workarounds and confirms successful resolution.

Assesses major incident candidates, declares major incidents according to established criteria, and coordinates communication and resolution activities throughout the major incident lifecycle. Conducts post-closure reviews and raises problem records. Each IT function nominates its Major Incident Man

Initially identifies a major incident candidate and submits it for assessment to the Major Incident Manager. Can be performed by 1st, 2nd, or 3rd Line Support.

Assesses potential master incidents, declares master incidents according to established criteria, and communicates with Service Desks and stakeholders throughout the master incident lifecycle. Located in dedicated centralized IT functions as defined by the incident process owner.

Initially identifies a potential master incident and contacts the Master Incident Manager for assessment. Can be performed by 1st, 2nd, or 3rd Line Support.

Responsible for identifying the root cause of problems, documenting workarounds and known error records, notifying Service Desk and Technical Support of workaround availability, proposing technical solutions, and coordinating implementation of the selected solution through Change Management where ap

Responsible for creating and submitting problem records, providing required problem details, categorizing problems, prioritizing based on impact and urgency (of the problem, not the incident), and notifying the Problem Manager about new problems.

Accountable for coordinating the problem throughout its full lifecycle to final solution and closure; confirms details, determines problem validity, assigns and coordinates Problem Analyst resources, decides on the optimal solution, provides stakeholder communications, and conducts major problem rev

Ensures staff adhere to the Incident Management SOP and monitors team compliance reports. Manages team workload based on incident priority, supports continuous improvement activities, and provides adequate resources to the Global Process Team.