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IT Process Manager
2 weeks ago
We are seeking a skilled IT Process Manager to join our team at Tata Consultancy Services. As an Incident Management and Major Incident Management Specialist, you will play a critical role in ensuring the smooth operation of our IT services.
Key Responsibilities- Incident Management: Own the Incident Management process, manage incident life cycle, provide process awareness, manage effectiveness and efficiency, review escalated incidents, and focus teams on restoring customer services.
- Major Incident Management: Participate in conference calls, meetings, and war rooms during major incidents, ensure correct approach is being taken, participate in post-incident management review meetings, raise problem records, and create KB articles.
- Problem Management: Perform incident ticket analysis, tag problem records, diagnose problems using techniques like five why and fishbone, generate reports, and create KB articles.
- Change Management: Establish, document, implement, manage, and monitor Change Management processes and standards, undertake detailed analysis of complex services, interpret and compare complex information, manage Requests for Change (RFC), and develop policies and procedures.
- Release Management: Establish, document, implement, manage, and monitor Release Management processes, plan and organize activities to oversee successful release of software and hardware, coordinate services, implement and monitor Release Plans, design efficient procedures for distribution and installation of Changes, and communicate expectations during planning and rollout of new Releases.
