Change Manager

IDESLABS PRIVATE LIMITED

3 - 6 years

5 - 9 Lacs

bengaluru

Posted:10 hours ago| Platform:

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Skills Required

major incident management problem management root cause analysis change management service desk project management service management cmdb itil framework service level management bmc remedy itil certified servicenow itsm incident management itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill: Change Manager

Experience: 3+ Years

Location: - Bangalore

Notice Period: Immediate to 15 Days

Employee type: Contract to Hire

Incident Management: Co-ordinate with Service Desk and Incident management team in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate with Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
Problem Management: Manage Problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
Root Cause Analysis & Post Mortem reviews: Chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.
Reporting: Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with internal support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
Communication: Deliver & manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input.

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