Architect (ATC)

What You Will Do

Change Management: Lead the regular change review board to evaluate and approve planned changes.Incident Management: Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible.Problem Management: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence.Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution.Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident and problem management initiatives.Reporting and Documentation: Maintain comprehensive change, incident and problem management records and prepare detailed reports. Provide regular updates to management on change, incident and problem management trends, resolution, progress, and improvement initiatives.Process Improvement: Develop, implement, and refine change, incident and problem management processes and procedures. Ensure continuous improvement in change and incident handling and response times.

Stakeholder Engagement

Strategy Development:

Communication Planning

Risk Management: Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions.Continuous Improvement: IT service management.Experience: A minimum of 5-7 years of experience in IT service management, organizational development, or a related field. Proven track record of successfully managing large-scale ITSM initiatives in complex environments.IT Service Management Expertise: Deep understanding of IT service management principles, methodologies, and tools. Familiarity with frameworks such as ITIL, ADKAR, Prosci, or similar is highly desirable.Strong Communication Skills: Exceptional verbal and written communication skills. Ability to create clear, persuasive, and engaging communications tailored to diverse audiences.Analytical Skills: Strong analytical and problem-solving abilities. Capability to assess the impact of changes to IT service management processes and develop data-driven strategies to address challenges.Interpersonal Skills: Excellent relationship-building skills with the ability to work effectively with individuals at all levels of the organization.Certifications: Relevant certifications in change management or project management, such as ITIL, CCMP, PMP, Cloud certifications or similar, are highly desirable.Adaptability: Flexibility to adapt to changing priorities and manage multiple projects simultaneously. Ability to work in a fast-paced, dynamic environment and participate in an on-call rotation that includes weekends and holidays