Lead-Service Management(Problem Incident)_2871

Role Purpose

The Team Lead for Change, Incident and Problem Management is responsible for leading and coordinating the day-to-day operations of the CPI team across critical ITIL disciplines. This role ensures that changes are assessed, approved, and implemented with minimal risk; incidents are resolved swiftly to restore service; and problems are investigated to eliminate root causes and prevent recurrence. The Team Lead acts as the operational authority for these processes, driving continuous improvement while mentoring and developing team members .

Incident Management

• Oversee the incident management lifecycle from detection through to resolution and closure, ensuring SLA targets are met.
• Act as the Incident Manager for Priority 1 and Priority 2 incidents, coordinating technical bridge calls and stakeholder communications.
• Ensure timel...