Enterprise Change and Problem Management Specialist

A Change and Problem Management Coordinator oversees the processes related to change management and problem resolution within an organization. Their primary responsibility is to ensure that changes are implemented smoothly and efficiently, and that problems are identified, analyzed, and resolved in a timely manner.

1. Change Management:

• Planning and Coordination: Develop and implement change management plans to minimize disruption to business operations.
• Approval Process: Facilitate the approval process for changes, ensuring all necessary stakeholders are informed and involved.
• Communication: Communicate changes effectively to all relevant parties, including IT teams, management, and end-users.
• Documentation: Maintain detailed records of all changes, including the rationale, implementation steps, and outcomes.
• Risk Assessment: Identify and assess potential risks associated with changes, and develop mitigation strategies.

• Problem Identification: Detect and log problems reported by users or identified through monitoring systems.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of problems.
• Resolution Coordination: Coordinate with various teams to develop and implement solutions to problems.
• Documentation: Document all problem management activities, including root cause analysis, resolution steps, and lessons learned.
• Continuous Improvement: Analyze problem trends and recommend improvements to prevent recurrence.

• Stakeholder Engagement: Work closely with stakeholders to understand their needs and ensure their requirements are met.
• Team Coordination: Collaborate with IT teams, service desk staff, and other departments to ensure effective problem resolution and change implementation.
• Reporting: Generate and present reports on change and problem management activities, highlighting key metrics and outcomes.

You have 7-8 years of experience as a Service Delivery Manager, specifically in managing infrastructure projects within large-scale enterprise environments. You possess a growth mindset, are customer-focused, and prioritize customer success in your work. You're open and naturally inclusive in how you work with others.

1. Experience in Change and Problem management process.
2. Understanding of IT systems, networks, and software applications.
3. Ability to analyze complex problems and develop effective solutions.
4. Strong verbal and written communication skills.
5. Excellent planning and organizational abilities.
6. Ability to work collaboratively with various teams and stakeholders.
7. Meticulous attention to detail in documentation and process management.
8. Experience participating in IT system operation projects, knowledge equivalent to ITIL Foundation.
9. Monitor customer infrastructure and act as first point of contact for any alerts registered on the monitoring tool.
10. Managing Team of language & technical members; Act as the central communication point for interpretation and translation.
11. Experience of successfully managing the delivery of multiple projects.
12. Develop working relationships with support and delivery teams, management and liaise with support areas as required.
13. Perform root cause analysis, resolution and / or critical issue for production systems.
14. Hands-on experience in latest project management methods and tools such as SCRUM, Design Thinking, JIRA, Trello.

1. Systematic and troubleshooting skills.
2. Certifications in cybersecurity, cloud computing, or project management.
3. Change Control, Change Management, Problem Management, Compliance, Cost Management.
4. Risk Mitigation, Scope Management, Stakeholder Management, Strategic Roadmaps, Strategy Development.