Manager Incident And Problem Management

CRDB Bank Plc is seeking a qualified and experienced Manager Incident and Problem Management to oversee the effective management of ICT incidents and underlying problems across the Bank’s technology environment. The position plays a key role in restoring critical services during disruptions, minimizing business impact, and improving service stability and availability.

The successful candidate will lead Incident and Problem Management processes, coordinate major incident responses, drive root cause analysis, and implement preventive measures to reduce recurring technology issues. The role also involves service improvement, ICT governance, reporting, and team leadership.

Responsibilities

• Manage and govern Incident and Problem Management processes in line with ITIL best practices and ICT service management standards.

  

• Ensure incidents are logged, classified, prioritized, escalated, and resolved within agreed SLA targets.

• Coordinate ICT teams, vendors, and external service providers during service disruptions.

  

• Lead major incident management activities involving critical banking services.

• Coordinate crisis response activities, incident bridge calls, and war-room sessions.

  

• Ensure timely communication and escalation of major incidents to management and affected stakeholders.

• Conduct and facilitate Root Cause Analysis (RCA) investigations.

  

• Lead post-incident reviews and lessons-learned sessions.

• Oversee implementation of corrective actions to prevent recurring incidents.

• Identify recurring incidents and drive permanent solutions to improve service reliability.

• Maintain the Known Error Database (KEDB), including known errors and workarounds.

• Analyse incident and problem data to identify opportunities for service improvement.

• Collaborate with infrastructure, applications, cybersecurity, operations, and change management teams.

• Develop incident and problem management dashboards, reports, and service stability metrics.

• Monitor and report on incident trends, SLA compliance, MTTR, MTRS, major incident performance, and service management effectiveness.

• Assess risks associated with problem resolutions and service improvement initiatives.

• Support ICT audits and regulatory compliance activities.

• Implement controls that strengthen operational resilience and service reliability.

• Lead, mentor, and develop incident and problem management teams.

• Establish team KPIs and promote accountability and continuous improvement.

• Support succession planning and staff development initiatives.

Qualification

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or a related field.

• Minimum of 5 years’ experience in ICT Service Management, ICT Operations, Service Delivery, or Technology Support.

• Minimum of 3 years’ experience in Incident Management, Problem Management, Major Incident Management, or ICT Operations leadership roles.

• ITIL v3 or ITIL v4 certification is required.

• ISO 20000 Lead Implementer certification is an added advantage.

• Management or leadership qualification is an added advantage.

• Proven experience managing mission-critical banking or financial services environments.

• Demonstrated experience conducting Root Cause Analysis and implementing permanent corrective actions.

• Experience managing major incidents affecting business-critical services.

• Proven experience using enterprise ITSM platforms and monitoring tools.

• Experience managing technology vendors and service providers.

• Strong experience in service reporting, SLA management, and service improvement initiatives.

How to Apply

Interested and qualified candidates should submit their applications through the CRDB Bank careers portal.

CLICK HERE TO APPLY

The application deadline is 3 September 2026.