Qualifications: Must have 3 years of experience in Incident Management, Problem and Change Management and IT Operations - Non NegoMust have experience with Major and Minor Incidents - Non NegoKnow and has a background in P1 and P2 - Non Negocritical incident debriefs - Non NegoBachelor's Degree in an IT-related, Management, Engineering or Computer Science fieldStrong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction.A solid understanding of the ITIL Incident & Change Management process - Non NegoExperience and knowledge of change management principles, methodologies and toolsWillingness to render rotating shifts and should have no preference to schedule - Non NegoPossesses strong attention to detail, leadership, problem solving and analytical skillsHigh level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality managementResponds adequately to inquiries and complaintsManaged multiple high priority initiatives in a fast paced, highly technical environmentExperienced with any ticketing system, but experience in CASD ticketing tool is a plusAble to develop and provide SLA's and KPI'sITIL Certification is a plus.
Job Description
A. Incident & Problem Management
Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.Serves as the point person in the coordination of critical incidents affecting the Client Business operations.Ensures communication is sent out to Client Global IT stakeholders, and documents the incident through the incident report.Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery Teams and Client Global IT Management to quickly review the critical events that impacted the business operations during a particular shift while the Shift Recap is to ensure continuity of the incident and problem management process from one shift to the other.Being responsive to clients whilst following the principles and procedures of the quality management systemIdentifies, analyzes problems and suggests improvements identified in their own area of responsibility and implementing those with a recognized business benefitResponsible for critical incident debriefsProvides detailed post incident reports
B. Change Management
Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management processEnsures that change records meet the policies before presentation to CABFacilitates the CAB review meeting and ensures all changes are reviewed and approved before implementationMonitors the progress of the changesEnsures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standardsAudits and manages the process lifecycle and reports to upper managementCommunicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.Facilitates the approval of Emergency and Urgent changes when necessaryProduces Weekly and Monthly reports for Change ManagementEducates the team on the Change Management process
