Sse

2 weeks ago

Bengaluru, India CGI Full time

Establishing & Issuing Customer & CGI communications
- Communicate status and act as the central communication point
- Interlock with the technical teams for incident resolution
- Ability to get the right support team based on the incident
- Perform escalation to ensure quick resolution of the incident
- Engagement of Third Parties
- Drive innovative and 'out of the box' thinking within the technical teams
- Input into Major Incident Review
- Input into Major Incident Report
- Briefing the relevant parties

Problem Management
- Establishing & Issuing Customer & CGI communications
- Communicate status and act as the central communication point
- Interlock with the technical teams for problem resolution
- Ability to get the right support team based on the incident
- Perform escalation to ensure quick resolution of the problem
- Engagement of Third Parties
- Drive innovative and 'out of the box' thinking within the technical teams
- Drive RCA determination within the shortest possible time or as per client contract
- Track open preventative actions to drive permanent closure of the tickets.

Change Management
- Establishing & Issuing Customer & CGI communications
- Communicate status and act as the central communication point
- Interlock with the technical teams for Change implementation
- Ability to get the right support team based on the change request
- Track changes to closure and documenting any failed change via post implementation reviews
- Conduct post implementation reviews for failed changes
- Conduct Change management meetings / CAB / ECABs
- maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time
- communicate the impact of the change to all relevant teams to avoid unnecessary incidents
- Engagement of Third Parties

**Mandatory Skills**:
- Strong leadership skills on client meetings and calls
- Customer facing experience
- ITIL educated (minimum of foundation - either v3 or v4)
- Solid understanding of the incident, problem & change management process
- Broad understanding of technologies
- Experience in IPC ticketing and smart reporting tools.
- Awareness of SLAs, KPIs and KRAs
- Overall IPC knowledge Administration
- Drive support teams during incident triage; troubleshooting and recovery steps
- Knowledge of multiple RCA techniques.
- Knowledge of end to end ITIL change management practice.
- Excellent communication and writing skills
- MS Excel knowledge
- Strong leadership skills along with strong analytical skills
- Knowledge on various technologies related to infrastructure.
- Ability to mentor junior resource
- Ability to act as a backup for the Team Lead.
- Drive innovative and 'out of the box' thinking within the technical teams
- Drive RCA determination within the shortest possible time or as per client contract
- Track open preventative actions to drive permanent closure of the tickets.
- Providing and validating Problem resolution ad hoc status reports as requested
- Regularly monitor the RCA database or tool and follow up with resolver groups for updated
- Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met
- Implement a mechanism to record Known Error’s within the account and the associated workarounds
- Maintain Knowledge base for quicker resolution of any previously occurred and fixed incidents
- Facilitate between Resolver groups, customers, and 3rd parties as required
- Engage with support groups to arrange for and schedule resources / actions, co-ordinate the investigation and solutioning of Known Errors, so that proposals can be made with the options available

Agreeing closure of Problem Investigations
- Developing problem management procedures, when required. Identifying incidents with high impact to the business, high cost etc. and initiating and undertaking service improvement programs, Enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money),Better understanding of the nature of service problems

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. A

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