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Problem Change Manager

Mumbai, MH
Job Code:
  • IT
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Job Details

Accountable end-to-end for Change and Problem activities within the account.Manage and ensure timely clsosure of Change & Problem Tickets within the system.Work with the other team members to ensure KPI management and reporting for the account on behalf of Service Management.Review Change and Problem tickets and ensure plans to drive towards closure are implemented.Discuss change tickets with customer in CAB / TAB ensuring approvals are seeked before a change is implemented.Discuss problem isseus with vendor and ensure resolution with appropriately Root Cause.ResponsibilitiesChange ManagementEnsure adherence to the defined change management process for the account.Perform regular CAB and TAB meetings and review changes for execution.Work on the emergency changes to seek approval and review the implementation of the same.Perform required reporting to the repective teams on change management KPI and meeting deliverables.Update RFC with feedback from CAB and TAB meetings.Coordinate with Customer team to seek approvals on the scheduled and emergency changes.Work with the Capability to perform post implementation changesReview and ensure that the RFC are correctly updated before forwarding for execution.Perform analysis on the failed and unauthorised changes.Problem ManagementEnsure operational effectiveness and efficiency of Problem Management process.Manage compliance of Service Provider Groups to Problem Management processFacilitate Problem Analysis, Major Incident Reviews and Problem Compliance ReviewsVerify Root Cause and solution options and/or temporary solution. Track Corrective Actions to completionApprove results of Corrective Actions based upon predefined verification criteria.Approve solution propagation activities and results of Root Cause Analysis. Assist work groups in prioritising workload to meet service level commitments.Approve propagation of fixes. Track and communicate progress of problem(s) to relevant parties.Review progress/results with client and/or (senior) management. Maintain Known Error database.Problem management reporting and metricsEducation & ExperienceTypically 8+ years to demonstrate mastery of Service Operations Management and technology expertiseEstablished management background of high level individual contributorsGraduate / Post Graduate degrees in any stream with relevant IT experience.ITIL Foundation certification must.Knowledge & SkillsAbility to work along within the matrixed environment, to get the necessary resolution and actions completed.Problem Management skills like Kepner-Tregoe to identify the root cause.Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving, team esnduring quick identification of Root Cause.Capability to meet the account expectation and meet the desired results as required.High level of comfort escalating issues to management when appropriate.Need broad level of knowledge on multiple technlogies, processes and various customer organizations.
Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 8-13


Business/Systems Analysis | Database Administration (DBA) | Project Leader/ Project Manager | Quality Assurance/Testing
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