Senior Incident & Problem Process Manager

Role & Responsibilities:

Responsibilities

· Lead and govern Incident and Problem Management processes in alignment with global ITSM (Information Technology Service Management) standards.

· Drive process improvements, compliance, reporting, automation, and operational excellence initiatives.

· Oversee major incident governance, escalation management, post-incident reviews, and corrective actions.

· Ensure effective root cause analysis, problem resolution, and prevention of recurring incidents.

· Monitor and report on key service metrics, trends, risks, and improvement opportunities.

· Partner with technology and business stakeholders across regions to promote consistent process adoption.

· Deliver process guidance, training, and governance support to operational teams.

· Contribute to ITSM tool enhancements, workflow optimization, and service management maturity.

Requirements:

· Demonstrated experience in IT Operations, Production Support, IT Service Management, Service Governance, or related functions.

· Strong experience managing Incident, Problem, and Major Incident Management processes within enterprise environments.

· Good understanding of ITIL principles, particularly Incident Management, Problem Management, Change Enablement, Service Continuity, and Continual Improvement.

· Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.

· Language Requirement

Proficiency in French and English (spoken and written) is required for this role: The employee will regularly interact with French-speaking stakeholders, process owners, IT support teams, and management counterparts based in France and other French-speaking locations. The role requires conducting governance meetings, facilitating incident and problem review sessions, delivering training and process briefings, reviewing operational documentation, and communicating complex technical and process-related matters in French.

As these responsibilities form a core and regular part of the job, French language proficiency is required to enable effective communication and collaboration with stakeholders who primarily operate in French.

Next Step:

If interested, you can click on “Apply here” or write an e-mail to deeksha.agarwal@adecco.com with your updated resume.

NOTE: - Only shortlisted candidates will be contacted back.

Thanks & Regards

Deeksha Agarwal

EA Licence No.91C2918

Personnel Registration No. R26161520