17 Jan
Change Management
Vacancy expired!
- Serve as Incident Commander and lead the service restoration process during major incidents.
- Minimize disruption to our business by efficiently identifying incident causes and determining the right course of actions leading to incident closure.
- Take the lead role in service restoration, communication and root cause identification
- Ensure efficiency of the Incident Command process and consistency in execution across Business Units and regions.
- Drive restoration process with urgency and efficiency.
- Ensure timely communication with stakeholders.
- Ensure consistent protocol in managing incident diagnostics and resolution.
- Lead all the appropriate SMEs and vendors and ensure adequate support.
- Lead and coordinate diagnostic and recovery actions.
- Manage service level commitments for service availability and restoration.
- Define key performance indicators and report appropriate incident metrics.
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.
- Responsible for managing the life cycle of all problems, preventing incidents from happening and minimizing the impact of unavoidable incidents using ITIL technology.
- Analyze incidents daily, identify opportunities for preventing reoccurrence and create problem records.
- Drive post-mortem RCA discussions with the key stakeholders where solutions are discussed, and problem tasks are defined.
- Responsible for applying standard ITIL problem management techniques including 5-Why methodology and fishbone analysis to perform root cause analysis.
- Attend daily and weekly meetings with the teams to discuss on any challenges and gaps and identifying ways to address them.
- Create reports for weekly production stability meetings and other meetings for problem records.
- Comfortable in individual performer role within a small but highly visible team.
- Responsible for maintaining and managing the problem management documents/files in the SharePoint.
- Ensuring that appropriate actions have been planned to minimize both risk of failure and the impact on users during change implementations.
- Ensuring that the timing of planned implementations does not conflict with other planned changes or events.
- Verifying implementation plan information provided by specialists.
- Managing emergency changes.
- Managing escalations in terms of a first point of contact at any time during the process and taking responsibility until resolution.
- Assigning changes and tasks.
- Reviewing and closing completed changes.
- Ensuring changes are approved on time before the scheduled date and time.
- Managing CAB calls.
- Ideally 4+ years of hands-on experience with IT production environments.
- Good Knowledge of ITIL processes.
- Ability to solve complex issues, good at problem statement analysis and solution design thinking.
- Capable of understanding client needs and translating this into products and services.
- Excellent communication and conversation skills (Verbal and Written).
- Good documentation skills.
- Good working knowledge of MS OFFICE.
- Should have a great customer handling skills
- Able to handle unforeseen situations.
- High level of acceptance.
- Must be organized and detail-oriented
- Solid teamwork and interpersonal skills
- Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner.
- Ability to work remotely with culturally diverse and geographically dispersed teams.
Vacancy expired!