Incident/Problem/Defect Management Lead

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.