Incident, Problem, Change

**About the Role**

The manager of Incident Problem Change & Server patching will be a senior leadership and management role reporting into the Global Command Centre Head. The role-holder will work in close partnership with regional CIO’s, Heads of Infrastructure and Application Support Services respectively, ensuring best-in-class ITSM services delivered to our clients.

**Incident, Problem & Change**

The role-holder is responsible for the incident, problem, and change management processes across a global organization. This individual will be responsible for ensuring that incidents are resolved in a timely manner, problems are identified and remediated, and changes are managed effectively to minimize disruption to the business. A key focus for the role holder will be to Identify, Develop and Implement key process improvements within the Global Problem management framework.

Key responsibilities include:

- Lead and manage a team of incident, problem, and change management professionals, ensuring that they are trained and equipped to handle incidents, problems, and changes effectively.
- Develop and implement incident, problem, and change management policies, procedures, and standards that are aligned with industry best practices and organizational objectives.
- Oversee the identification, prioritization, and resolution of incidents and problems, ensuring that appropriate communication and escalation processes are in place.
- Ensure that changes are managed effectively, with appropriate testing, approval, and communication processes in place to minimize disruption to the business.
- Collaborate with other IT teams and stakeholders to ensure that incident, problem, and change management processes are integrated with other IT processes and initiatives.
- Develop and maintain metrics and reporting mechanisms to measure the effectiveness of incident, problem, and change management processes and identify areas for improvement.

**Server Patching Management**

The Server Patching Team Lead is responsible for leading a team of professionals in managing and implementing server patching activities within an organization. This role involves overseeing the team responsible for patching process, coordinating with stakeholders, and ensuring that servers are up to date with the latest security updates and software patches.

Key responsibilities include:

- Lead and manage a team of server patching specialists, providing guidance, support, and mentoring to ensure successful execution of patching activities.
- Develop and maintain a server patching schedule and ensure adherence to timelines and service level agreements (SLAs).
- Coordinate with various teams, including system administrators, network engineers, and security teams, to plan and execute server patching activities without impacting production environments.
- Evaluate and prioritize software patches and updates based on severity, business impact, and vulnerability assessments.
- Collaborate with stakeholders to define and implement patching strategies and policies that align with industry best practices and organizational requirements.
- Conduct regular audits and assessments to identify gaps in patch management processes and implement corrective actions as needed.
- Stay up to date with the latest security vulnerabilities, patches, and software updates relevant to the organization's server infrastructure.
- Monitor and report on the patching progress, compliance levels, and metrics to management and stakeholders.
- Provide technical expertise and troubleshooting support to the team during patching activities and critical incidents.
- Continuously evaluate and improve the server patching process, leveraging automation and other tools to enhance efficiency and minimize human error.

**Position Requirements**
- Bachelor's degree in Computer Science, Information Systems, or a related field; Master's degree preferred.
- 10+ years of experience in incident, problem, and change management, with at least 5 years of experience in a senior leadership role.
- Experience working in a global organization with a diverse team and customer base.
- Strong knowledge of ITIL best practices related to incident, problem, and change management.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
- Strong leadership skills, with the ability to motivate and inspire a team to achieve organizational objectives.
- Ability to manage multiple priorities and projects in a fast-paced, dynamic environment.
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
- Broad know-how of IT (Infrastructure, Applications)
- Familiarity with IT Service Management toolsets such as ServiceNow

**Preferred position Skills**:

- Experience leading large multi-cultural teams
- Experience with Organizational Change Management
- Demonstrated experience with facets of