Global IT Incident & Problem Manager

General Overview

Functional Area:  Information Technology (ITM)
Career Stream:  IT Infrastructure (INFR)
Role:  Manager (MG1)
Job Title: Manager, IT Infrastructure 1    
Job Code:  MG1-ITM-INFR
Job Level:  Level 09    
Direct/Indirect Indicator:  Indirect

Summary

The Global IT Incident & Problem Manager is accountable for the end-to-end governance, execution, and continuous improvement of Incident Management and Problem Management processes across Celestica’s global IT landscape.

This role ensures rapid service restoration, effective major incident coordination, reduction of recurring incidents, and data-driven service improvement, while working closely with Service Desk, Infrastructure, Application, Network, Security, and Site IT teams globally.

Detailed Description

Incident Management (Global Ownership)

The Global IT Incident & Problem Manager is responsible for managing the Incident Management process and ensuring consistent execution across regions and sites:

Monitor Incident SLAs and proactively engage support teams when SLA breaches are at risk or occur, with primary focus on Priority 1 and Priority 2 incidents
Validate and adjust incident prioritization to ensure business impact and urgency are correctly reflected
Coordinate with Level 1, Level 2, and Level 3 support teams to drive timely incident resolution within defined SLAs
Identify systemic weaknesses and continual service improvement opportunities based on incident trends
Produce and present incident SLA and performance metrics to senior IT leadership
Identify and highlight teams or services with repeated SLA breaches and drive corrective actions

Major Incident Management

The role owns the full lifecycle of Major Incidents, from detection through closure:

Identify Major Incidents through:
Trend analysis of Priority 1 and Priority 2 incidents
Evaluation of proposed Major Incidents raised by support teams
Act as Major Incident Coordinator, assembling and leading a dynamic, cross-functional team of IT managers and SMEs
Establish and execute a structured communication plan for business stakeholders, IT leadership, and executives
Ensure accurate documentation of timelines, decisions, and actions during incidents
Lead post-incident reviews (PIRs) and complete comprehensive incident reports
Track corrective and preventive actions to completion

Problem Management (Global Ownership)

In addition to Incident Management, this role has formal ownership of the Problem Management process:

Identify problems proactively through:
Incident trend analysis
Repeated Major Incidents
SLA breach patterns and chronic service issues
Ensure accurate problem statements, root cause analysis (RCA), and impact assessment
Facilitate cross-functional RCA sessions using structured methodologies (e.g., 5 Whys, Fishbone, Fault Tree)
Maintain oversight of Known Errors, workarounds, and permanent fixes
Drive reduction of recurring incidents by ensuring problems lead to sustainable remediation
Partner with Change Management to ensure fixes are implemented safely and effectively

Stakeholder & Governance Responsibilities

Serve as the global process owner for Incident and Problem Management
Act as a trusted advisor to Service Desk leadership, Site IT managers, and global technology teams
Provide clear, concise, and executive-ready communications during major incidents
Establish and enforce global standards, playbooks, and operating procedures
Support audits, compliance activities, and management reviews

Stakeholder & Governance Responsibilities

Serve as the global process owner for Incident and Problem Management
Act as a trusted advisor to Service Desk leadership, Site IT managers, and global technology teams
Provide clear, concise, and executive-ready communications during major incidents
Establish and enforce global standards, playbooks, and operating procedures
Support audits, compliance activities, and management reviews

Knowledge/Skills/Competencies

Job Requirements

5–10 years of hands-on experience in IT Incident Management, preferably in a regional or global enterprise environment
Demonstrated experience managing Major Incidents involving multiple teams and geographies
Proven experience in Problem Management, including RCA and prevention of recurring incidents
Strong understanding of ITIL-aligned Incident and Problem Management practices
Excellent stakeholder management and communication skills, including executive-level reporting
Bachelor’s degree in a related field, or equivalent combination of education and experience
Experience working with ITSM tools (e.g., ServiceNow or equivalent) is strongly preferred

Physical Demands

• Duties of this position are performed in a normal office environment.

• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data. Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.

Typical Education

• Bachelor's Degree or consideration of an equivalent combination of education and experience.

• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.