Change & Major Incident Management Specialist

3 weeks ago

Bengaluru, India Innova ESI Full time

About the Role :

We are seeking a highly experienced and results-oriented Change & Major Incident Management Specialist to join our growing team. In this critical role, you will play a dual role, ensuring both the smooth implementation of changes and the effective resolution of major IT incidents.

You will be responsible for developing and maintaining robust change management processes, as well as leading the response and recovery efforts for major incidents that disrupt critical business services.

Responsibilities :

Change Management :

  • Develop, implement, and maintain a comprehensive change management process that ensures timely and controlled implementation of changes with minimal disruption.
  • Assess the impact and risk of proposed changes, and develop mitigation plans as needed.
  • Prepare and communicate change schedules and plans to stakeholders at all levels.
  • Track and document the change lifecycle, ensuring adherence to established procedures and regulatory requirements.
  • Conduct post-implementation reviews to identify areas for improvement in the change management process.
Major Incident Management :

  • Lead the response to major IT incidents, following a defined incident management framework (e.g., ITIL).
  • Diagnose the root cause of major incidents and develop effective resolution plans.
  • Communicate effectively with stakeholders throughout the incident lifecycle, providing clear and timely updates.
  • Coordinate with various teams (IT Operations, Development, Security) to ensure a collaborative and efficient resolution.
  • Conduct post-incident reviews to identify root causes and implement preventative measures to avoid similar incidents in the future.

Other Responsibilities :

  • Work with stakeholders to develop and maintain knowledge bases for change and incident management procedures.
  • Continuously improve change and incident management processes based on best practices and industry standards.
  • Participate in training and development opportunities to stay up-to-date on the latest tools and methodologies in change and incident management.

Requirements :

  • Minimum 6 years of experience in change and/or incident management within an IT environment.
  • Proven track record of successfully implementing and managing change management processes.
  • Experience leading the response and resolution of major IT incidents.
  • In-depth knowledge of ITIL or similar incident and change management frameworks.
  • Excellent analytical and problem-solving skills to identify the root cause of issues.
  • Strong communication and interpersonal skills to collaborate effectively with all levels of stakeholders.
  • Ability to work independently and manage multiple priorities simultaneously in a fast-paced environment.
  • Excellent documentation and record-keeping skills.

Nice to Have :

  • Experience with change and incident management tools (e.g., ServiceNow, BMC Remedy).
  • ITIL certifications (e.g., ITIL Foundation, Change Management, Major Incident Management)
  • Experience with project management methodologies.
(ref:hirist.tech)

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