Manager, IT Incident & Problem Management

Position Summary

As Manager, IT Incident & Problem Management at FCT, you will lead enterprise-wide incident response and problem management functions, ensuring rapid restoration of service and elimination of recurring issues impacting business operations. This role is accountable for operational stability, major incident governance, root cause analysis, and continuous service improvement, working cross-functionally with infrastructure, applications, security, and business stakeholders.

Responsibilities

• Operational Leadership: lead end-to-end Major Incident Management (MIM) process, serve as Incident Commander for high-severity events, and establish incident ownership, escalation models, and accountability frameworks.
• Problem Management & Root Cause Discipline: drive formal problem management practices, including root cause analysis, known error tracking, and permanent remediation plans; ensure actionable follow‑ups and reduce repeat inciden...