Incident Manager

IPC Manager

(Incident, Problem, Change Manager)

Role Summary

The IPCS Manager is accountable for managing the end-to-end IT service management (ITSM) processes of Incident Management, Problem Management and Change Management, ensuring the delivery of high-quality, stable, and efficient IT services. This role includes responsibility for process governance, compliance, continuous improvement, and regular performance reporting to stakeholders.

Key Responsibilities

Incident Management

• Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
• Manages bridge participants to ensure alignment with the processes.
• Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
• Escalates, where required, to ensure outcomes are achieved.
• Works in a 24/7 environment.
• Communicates to appropriate stakeholders in a timely fashion.
• Manages post major Incident activities, thereby ensuring that root cause is investigate.
• Reviews the performance of the people and process to ensure that it is optimal.
• Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames.
• Lead the lifecycle of incidents to ensure swift resolution within SLA targets.

Problem Management

• Manage root cause analysis (RCA) for significant and recurring issues.
• Identify and implement long-term solutions to eliminate known errors.
• Maintain and govern the Known Error Database (KEDB).
• Proactively prevent incident recurrence through analytics and continuous service improvement.

Change Management

• Own and govern the end-to-end change process - coordinate with requesters, technical teams, and business stakeholders to ensure including request, risk/impact assessment, resource availability, backout planning, scheduling, approval, implementation, and post-implementation review are thoroughly conducted.
• Chair or support the Change Advisory Board (CAB) and Emergency CAB (eCAB).
• Define and enforce change policies, controls, and communication protocols.
• Act as the primary point of contact for change-related communication across all teams and stakeholders.
• Ensure stakeholders are well-informed of upcoming changes and potential impacts.
• Communicate change status, scheduling conflicts, and resolutions clearly and promptly.

Governance & Compliance

• Define, implement, and enforce policies, procedures, and controls across IPC processes aligned with ITIL/ITSM best practices.
• Ensure compliance with internal audit, contractual requirements, regulatory, and security requirements (e.g., SOX, PDPA, ISO/IEC 20000).
• Conduct process maturity assessments and drive standardization across accounts.
• Serve as the process owner for IPC and act as a point of authority for account governance issues.

Reporting & Analytics

• Design and deliver regular performance reports and dashboards for incidents, problems, changes, and service requests.
• Track SLA, KPI, and OLA performance metrics to ensure service excellence.
• Provide executive-level reporting and data-driven insights to support ITSM decision-making.
• Conduct root cause and trend analysis using historical data to drive improvements.
• Ensure accurate documentation, process audits, and process health assessments are performed regularly.

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• ITIL 4 Foundation certification required; ITIL Intermediate or Expert is preferred.
• 5+ years of ITSM experience with deep knowledge of IPC processes.
• Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Strong communication, leadership, and stakeholder management skills.
• Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).

Key Competencies

• Process Governance: Strong ability to define and manage ITSM processes at scale.
• Operational Excellence: A focus on driving efficiency, service availability, and user satisfaction.
• Data-Driven Decision Making: Use of metrics and insights to guide continuous improvement.
• Collaboration: Skilled at coordinating across teams, clients and external vendors.
• Leadership Under Pressure: Calm, decisive, and communicative during incidents and outages.