Change Manager

2 days ago

Bengaluru, Karnataka, India IDESLABS PRIVATE LIMITED Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Skill: Change Manager

Experience: 3+ Years

Location: - Bangalore

Notice Period: Immediate to 15 Days

Employee type: Contract to Hire

  • Incident Management: Co-ordinate with Service Desk and Incident management team in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate with Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
  • Problem Management: Manage Problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
  • Root Cause Analysis & Post Mortem reviews: Chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.
  • Reporting: Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with internal support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
  • Communication: Deliver & manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input.

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