Lead-Service Management(Problem Incident)_2871

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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 timely escalation to resolver groups, third-party vendors, and senior management as required.
- Produce post-incident reports for major incidents, capturing timeline, impact, resolution, and improvement actions.
- Monitor incident trends and volumes,



identifying systemic issues for handoff to Problem Management.

Problem Management
- Lead proactive and reactive problem management activities, including root cause analysis (RCA)
- Prioritize the problem backlog based on business impact, frequency, and risk.
- Drive permanent fixes through coordination with engineering, development, and infrastructure teams.
- Report on problem trends, ageing, and resolution effectiveness to senior leadership.

Change Management
- Lead the end-to-end change management process, ensuring all changes are logged, assessed, authorized, and reviewed in accordance with organizational policy.
- Maintain the Forward Schedule of Change (FSC) and ensure change windows are communicated to all impacted parties.
- Track change success rates, failed and unauthorized changes, and drive improvement actions.
- Ensure post-implementation reviews (PIRs) are completed for

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