Incident and Change Manager

Job Title: ITIL Incident Manager

Location: (Pune, India)

Department: IT Services

Reports To: IT Service Management Lead

Position Overview:

The ITIL Incident Manager is responsible for overseeing the incident management process to ensure timely resolution of IT service disruptions and minimizing impact on business operations. This role involves coordinating between various IT teams, managing communication with stakeholders, and driving continuous improvement in incident handling processes.

Key Responsibilities:

1. Incident Management:

- Lead and manage the end-to-end incident management process in accordance with ITIL best practices.- Ensure incidents are logged, categorized, prioritized, and assigned to appropriate support teams.- Coordinate incident resolution efforts and ensure that all incidents are resolved within agreed service levels.

1. Communication and Coordination:

- Act as the primary point of contact for all incidents, including high-impact and major incidents.- Facilitate communication between IT teams, stakeholders, and external vendors to ensure effective incident resolution.- Provide regular updates and incident reports to stakeholders and senior management.

1. Process Improvement:

- Analyze incident trends and identify opportunities for process improvements.- Develop and implement strategies to enhance incident management practices and reduce incident recurrence.- Conduct post-incident reviews and develop action plans to address root causes and prevent future incidents.

1. Documentation and Reporting:

- Maintain accurate and comprehensive incident records in the IT service management tool.- Prepare and present incident management reports, including performance metrics and analysis.- Ensure incident documentation is complete and adheres to organizational standards.

1. Training and Awareness:

- Provide training and guidance to IT staff on incident management processes and best practices.- Promote awareness of incident management procedures and the importance of timely incident resolution.

1. Compliance and Standards:

- Ensure adherence to ITIL standards and other relevant frameworks in incident management.- Monitor compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Qualifications:

- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.- ITIL Foundation certification; ITIL Intermediate or Expert certification preferred (if V3), ITIL 4 Foundation and other practice modules- Proven experience in incident management within an ITIL framework.- At least 10 years’ experience in ITSM in multiple industry domains- Strong understanding of IT service management processes and best practices.- Excellent communication and interpersonal skills, with the ability to manage stakeholder expectations effectively.- Strong analytical and problem-solving skills.- Ability to work under pressure and manage multiple priorities.

Desired Skills:

- Experience with IT service management tools (e.g., ServiceNow, BMC Remedy, or similar).- Knowledge of IT infrastructure and applications.- Service level management and Analytical skills- Project management skills and experience.- Ability to work collaboratively with cross-functional teams.

Job Title: ITIL Change Manager

Location: (Pune, India)

Department: IT Services

Reports To: IT Service Management Lead

Position Overview:

The ITIL Change Manager is responsible for overseeing the change management process to ensure that IT changes are implemented efficiently and with minimal risk to IT services and business operations. This role involves coordinating change activities, evaluating change requests, and driving continuous improvement in change management practices.

Key Responsibilities:

1. Change Management Process:

- Lead and manage the change management process in accordance with ITIL best practices, ensuring changes are logged, assessed, approved, and implemented in a controlled manner.- Facilitate Change Advisory Board (CAB) meetings and ensure that changes are reviewed, approved, and scheduled appropriately.- Develop and maintain change management policies, procedures, and standards.

1. Change Evaluation and Planning:

- Review and assess change requests to evaluate potential impact, risks, and benefits.- Coordinate with stakeholders to ensure that change plans are comprehensive, including risk assessments, back-out plans, and communication strategies.- Ensure that changes are properly scheduled to minimize disruption to IT services and business operations.

1. Change Implementation:

- Oversee the implementation of changes, ensuring that they are executed according to the approved plan and within the defined schedule.- Coordinate with IT teams and other departments to ensure effective communication and execution of change activities.- Monitor change implementation and manage any issues or incidents that arise during the process.

1. Documentation and Reporting:

- Maintain accurate records of all change requests, approvals, and implementations in the IT service management tool.- Prepare and present reports on change management performance, including metrics, trends, and analysis of change-related incidents.- Ensure that all change documentation is complete and up-to-date.

1. Process Improvement:

- Analyze change management metrics and feedback to identify opportunities for process improvements.- Develop and implement strategies to enhance change management practices and reduce the frequency and impact of change-related incidents.- Conduct post-implementation reviews to evaluate the success of changes and identify lessons learned.

1. Training and Awareness:

- Provide training and support to IT staff on change management processes and best practices.- Promote awareness of change management procedures and the importance of adhering to established processes.

1. Compliance and Standards:

- Ensure adherence to ITIL standards and organizational policies in all change management activities.- Monitor compliance with change management processes and identify areas for improvement.

Qualifications:

- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.- ITIL Foundation certification required; ITIL Intermediate or Expert certification preferred.- At least 10 years’ experience in ITSM in multiple industry domains- Proven experience in change management, preferably within an ITIL framework.- Strong understanding of IT service management principles and best practices.- Excellent organizational and communication skills, with the ability to manage stakeholder expectations effectively.- Strong analytical and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.

Desired Skills:

- Experience with IT service management tools (e.g., ServiceNow, BMC Remedy, or similar platforms).- Knowledge of IT infrastructure, systems, and applications.- Service level management and Analytical skills- Project management experience and skills.- Ability to work collaboratively across various teams and departments.

Work Environment:

- Work from Office

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