Lead incident Manager

2 weeks ago

chennai, India CBTS Full time

Job Description

Job Purpose

Location: India

The position is for an experienced Incident / Problem / Change Manager within the Enterprise Technology Operations organization (Core Engineering Business Unit). The individual will be responsible for managing technology incidents/changes, managing / coordinating recurring incident/problem/change management activities and enforcing and executing defined policies and standards.

This is a position also working within a global team demanding active involvement in change, incident, and operations risk management, not only to adherence global standard procedure across the globe, but also ensure regional requirements are adhered to where applicable.

Essential Functions

Incident / Problem Management:

Leading incident management, by collaborating with other units in the firm, determining business impact, assessing risk and driving of incidents towards resolution Assisting in writing, reviewing, and enhancing incident RCA documentation, help resolve deviations from policy and communicating progress through regularly released reports relating to incident and problem management Leading problem management by collecting root cause / causal factor data; drafting post mortems and driving broader operational risk analysis based on repeating incidents; running regular incident reviews to ensure all functions within Technology understand the incidents, postmortem and risk factors for each incidents. Working with line managers of all functions within Technology to ensure the necessary risk management standards are defined and implemented. Manage incident controls and track incidents in the Technology Data Centers / Production environment. Work with the Incident and Problem Management Function including running incident review meetings. Ensure incident and problem management actions are carried through with other incident management groups. Lead root cause analysis efforts as needed and lead efforts in providing consistent incident and problem management standards. Work with the Line Managers of all functions within Technology to ensure the necessary and incident standards are defined and implemented. Ensure the standards and processes are globally consistent and reflect Americas, European, and Asia Pacific requirements.

Change Management:

Oversee regional change management functions across technology, building a regional centre of excellence that will be replicated globally to provide a centralized risk management capability for technology. Initial responsibilities focused on managing/ coordinating recurring change management activities for the GS (Infra) Networking, Voice and Regional Infrastructure Change Advisory Boards. This includes managing change risk, identifying change conflicts, change-related incident trends, executing defined change policies and initiatives, rolling out appropriate technologies involved with incident management efforts, etc. Enforce and build the scope of Change Management to extend across all technology functions and initiatives Provide leadership in defining standards, ensuring progress on key efforts, managing expectations on change policy status with all relevant parties and assist in transitioning change mgt process to service areas, outsourced teams and vendors. Gauge effectiveness of the change process and assist in continuous change improvement work. Work with the Line Managers of all functions within Technology to ensure the necessary change, problem, and incident standards are defined and implemented. Ensure the standards / processes are globally consistent - reflect local requirements. Regularly meet with service area managers to gauge satisfaction levels, discuss changes and propose changes/enhancements to the service. This forum should be part of the feedback loop that allows service levels to be improved over a period of time. Responsible for defining and applying metrics/KPI standards and processes in the change, space, assuring implementation of relevant measurement results in a repeatable manner. Responsible for applying risk framework and standards for ETO in the Change Management Process and ensure a process for maintaining operational stability is maintained.

Experience/Background

2 to 3 years of experience

Supervisory Responsibilities

No Supervisory Responsibility

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