Incident & Problem Manager IT

About Gartner:

Gartner Inc. (NYSE: IT) is the worlds leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions every day. We work with every client to research analyze and interpret the business of IT within the context of their individual role. Founded in 1979 Gartner is headquartered in Stamford Connecticut U.S.A. - Visit learn more.

About this role:

This position is responsible for overall response to critical Incidents. This role facilitates develops and maintains the overall Incident Management process and works with other team leads when process deficiencies or improvements are identified.
Responsible for coordination of Problem records including creation assignment follow-up and reporting along with the growth and management of the Problem Management practice overall.

What you will do:

• Acts as the 24x7 escalation point for critical service interruptions ensuring effective incident control coordination and communication across all high-impact incidents.

• Leads and coordinates Major Incident Management activities to restore services swiftly with full accountability for end-to-end incident resolution.

• Owns stakeholder communications during critical incidents providing timely accurate status updates to business and technical leadership.

• Ensures rapid service restoration and resolution of complex and high-impact incidents while minimizing business disruption.

• Creates manages and governs Problem records throughout their lifecycle including after-hours support during critical outages when required.

• Facilitates and drives Major Incident Reviews (MIRs) and Problem Review meetings ensuring clear actions accountability and closure.

• Audits major incident tickets for correct prioritization technical accuracy business impact alignment and adherence to SLA/OLA commitments.

• Defines develops and tracks incident and problem management metrics enabling proactive identification of trends risks and systemic issues.

• Documents implements and continuously improves Incident and Problem Management processes escalating risks and gaps to relevant process owners.

• Leads Root Cause Analysis (RCA) for all Priority 1 and Priority 2 incidents and ensures corrective and preventive actions are effectively implemented.

• Supports ITIL process maturity and standardization across Service Management functions in collaboration with other process owners.

• Produces executive- and customer-facing incident reports and dashboards supporting KPIs SLAs and OLAs.

• Builds and maintains strong trusted relationships with business application infrastructure and vendor stakeholders to drive effective service management outcomes.

What you will need:

8-10yrs of experience as Incident and Problem Manager with atleast 2 years into coaching and mentoring teams

Must have

• Bachelors degree required; Engineering or relevant technical discipline preferred.

• Expert knowledge of writing and maintaining Incident and Problem Management Processes

• Expertlevel knowledge in defining implementing and governing Incident and Problem Management processes

• Proven experience managing critical outages leading Major Incident reviews and chairing Problem Review Boards (PRBs)

• Demonstrated ability to drive continuous improvement and prudent change challenging the status quo while balancing innovation flexibility and customer value -must

• Strong judgment and accountability in decisionmaking with sound problemsolving risk assessment and customercentric thinking - must

• Proven capability to lead highperforming teams through leading by example coaching continuous learning and effective recognition-must

• Able to clearly articulate incident impacts risks and remediation plans to diverse audiences

• Familiarity with enterprise IT environments and integrations across IT infrastructure applications and ITSM tooling

• Highly organized proactive and adaptable with the ability to operate effectively in highpressure environments

• Selfmotivated with demonstrated creative and critical thinking capabilities

• Strong team orientation with a positive mindset continuous learning attitude and willingness to support others

Who you are

• Fluent in English (written and spoken) with confidence engaging senior leadership and executive stakeholders Able to work independently or within a team proactively in a fast-paced AGILE-SCRUM environment.

• Owns success Takes responsibility for successful delivery of the solutions.

• Ardent desire to improve upon their skills in software development frameworks and technologies.

• Strong stakeholder management mediation and relationshipbuilding skills across technology and business teams

What we offer:

In addition to an outstanding work environment with rapid advancement potential Gartner associates enjoy exceptional compensation and benefits including:

An upbeat positive culture. Integrity objectivity collaboration results and a no-limits mind-set are central to our values

Limitless growth. We work with you to help you meet your goals and advance within the company. Encouragement to be innovative and challenge status quo. Exposure to industry leading training and development. Performance-based recognition and rewards

#LI-JJ3

Who are we

At Gartner Inc. (NYSE:IT) we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable objective business and technology insights helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979 weve grown to 21000 associates globally who support 14000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats why we hire associates with the intellectual curiosity energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work

Our vast virtually untapped market potential offers limitless opportunities opportunities that may not even exist right now for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together our singular unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies cultures religions ethnicities races genders sexual orientations abilities and generations.

We invest in great leaders who bring out the best in you and the company enabling us to multiply our impact and results. This is why year after year we are recognized worldwide as a great place to work.

What do we offer

Gartner offers world-class benefits highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment we provide the flexibility and support for you to thrive working virtually when its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.

Ready to grow your career with Gartner Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 1 or by sending an email to.

By submitting your information and application you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.

Gartner Applicant Privacy Link: efficient navigation through the application please only use the back button within the application not the back arrow within your browser.