Incident & Problem Manager

A Snapshot 

The Incident & Problem Manager is responsible for overseeing the end-to-end incident management process across AirTrunk’s Technology environment. This role ensures that incidents are identified, logged, prioritised, and resolved efficiently, minimising disruption to business operations. The Incident Manager leads major incident response efforts, coordinates cross-functional teams, and drives continuous improvement in incident handling. Working within the ITSM framework, the role ensures alignment with service level agreements (SLAs), supports root cause analysis, and contributes to the stability and resilience of technology services. 

 

Your Day to Day

Incident Management Leadership 

• Own and manage the incident management process, ensuring consistent execution across all technology teams. 

• Lead the response to major incidents, coordinating resolution efforts and stakeholder communications. 

• Ensure timely logging, categorisation, prioritisation, and resolution of incidents in line with SLAs. 

 Operational Oversight & Reporting 

• Monitor incident queues and performance metrics, identifying trends and areas for improvement. 

• Produce regular incident reports, including root cause analysis and resolution outcomes. 

• Track and report on incident volumes, resolution times, and service impact. 

 Stakeholder Engagement 

• Act as the primary point of contact for incident-related escalations. 

• Communicate incident status and resolution updates to business stakeholders and senior leadership. 

• Collaborate with Service Owners, Technical Specialists, and the Service Desk to ensure effective incident handling. 

Process Improvement & Governance 

• Continuously improve incident management processes, tools, and documentation. 

• Ensure alignment with ITIL practices and integration with problem and change management. 

• Support audit and compliance activities by maintaining accurate incident records. 

Knowledge & Enablement 

• Contribute to the knowledge base by documenting known errors, workarounds, and resolution procedures. 

• Support training and awareness initiatives to improve incident response capability across teams. 

• Promote a culture of accountability and service excellence. 

 

Requirements  

Essential:  

• Proven experience in IT service management or incident management roles.  

• Strong understanding of ITIL practices and service delivery frameworks.  

• Experience managing major incidents and coordinating cross-functional response teams.  

• Excellent communication and stakeholder engagement skills.  

• Proficiency in ITSM platforms (e.g., ServiceNow, Jira Service Management).  

• Strong analytical and problem-solving skills.  

• Effective communication and collaboration skills across technical and non-technical teams. 

• Demonstrated ability to work collaboratively with cross-functional teams and communicate technical concepts to non-technical stakeholders.  

• Experience working in Agile, hybrid, or traditional project delivery environments.  

Desirable:  

• ITIL Foundation certification or higher.  

• Experience in enterprise environments with complex technology landscapes.  

• Familiarity with root cause analysis techniques and problem management practices. 
  
  
• Exposure to automation and monitoring tools that support proactive incident detection.

Qualifications:   

• Bachelor’s in IT or related discipline;   

• 5-7 years in Technology roles;   

• • Global or APAC experience a benefit.