ITSM/GRC Critical INC and Problem Management

ITSM/GRC Critical INC and Problem ManagementThis role is responsible for ensuring the availability and stability of IT services by proactively identifying, investigating, and resolving critical incidents and problems.
This involves on-call support, driving incident resolution, conducting root cause analysis, and implementing preventative measures to minimize service disruptions and improve overall IT service quality.Role and ResponsibilitiesCritical Incident ManagementThe following is included but not limited to the main activities that should be performed:
24x7 Availability for handling P1/P2 issues reported in the environment.Assessing the situation and determining its severity.Communication with stakeholders during the critical incident and keeping them informed about the progress and any actions being taken.Effectively and actively driving the severity bridge for technical collaboration and closure of severity tickets.Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.Responsible for communicating with the Incident Process Owner.Point of contact for all Major Incidents.Sending periodic and regular updates on the Incident progress and resolution.Submitting detailed Incident Report post resolution of the severity ticket.Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.Represent the first stage of escalation for Incidents.Monitor the incidents to ensure that the Service Level Agreements are respected.Identify, initiate, schedule, and conduct incident reviews.Ensure the closure of all resolved and end-user confirmed Incident records.Evaluating the response to identify any areas for improvement and recommending development in future incidents.Provide guidance to the Incident Process Coordinators.Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.Maintain the relationship between ITSM modules, INC with PBI, CRQ, WO, etc.Problem ManagementThe following is included but not limited to the main activities that should be performed:
Problem identification 'Proactive/reactive', recording, investigation, diagnosis, escalation, and closing.All problems must be recorded and tracked until a permanent fix is implemented.Prepare weekly problem reports.RCAs must be submitted at an agreed/approved time.Relate and submit change requests to Change Enablement as required to eliminate known problems.Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, configuration management, and other relevant stakeholders.Creating tasks to work on the problem resolution.Analyzing historical data to identify and eliminate potential incidents before they occur.Identifying users to actively monitor and oversee the problem resolution process.Problem communication with stakeholders for the status of the problem including senior management and this may involve developing and distributing regular progress reports, as well as providing updates as needed.Identifying trends and patterns in problems and working with other teams to develop proactive measures to prevent reoccurrences.Maintain the relationship between ITSM modules, INC with PBI, CRQ, WO, etc.Monitor the Problem to ensure adherence to the Service Level Agreement.As an ITSM/GRC member, you'll play a key role in shaping our ITSM and GRC practices.
In this dynamic position, you'll be involved in a variety of tasks, including:
Supporting EJADA and customer/project needs:
You'll leverage your ITSM/GRC expertise to adapt our processes and meet specific requirements, ensuring we achieve desired goals.Knowledge sharing:
By delivering workshops and awareness sessions, you'll elevate the understanding of EJADA teams regarding ITSM/GRC best practices.Documentation development and maintenance:
You'll be responsible for creating and keeping up-to-date ITSM/GRC related documentation.Alignment with best practices:
ITIL, COBIT, SAFe, ISO/IEC 27001, and ISO/IEC 20000 are just a few of the industry standards you'll help us adhere to.Continuous improvement:
You'll develop improvement plans for each ITSM/GRC sector and assess how well our IT services align with best practices.Commitment to learning:
Your dedication to ongoing professional development is a plus.End-to-end ITSM/GRC ownership:
You'll oversee all aspects of ITSM/GRC, from planning and implementation to ongoing operations and maintenance.This role offers flexibility.
While focused on the ITSM/GRC domain, you won't be limited to a specific set of tasks.Qualifications and Education RequirementBachelor in computer science, information technology, or related field.
ITIL Foundation is preferable.
Critical INC management, Event management, Problem management.
Computer/engineering graduate.
Saudi Nationality.SkillsAbility to collaborate cross-functionally.
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