Global IPCM

Position Highlights

Incident Management

•    Manages all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions 
•    Ensure that Incidents assigned to their Support Groups are resolved and that service is restored 
•    Ensures delivery teams are adhering to all KPIs through quality and reporting checks 
•    Manages any escalations or queries on the Incident/Major incident process 
•    High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents 
•    Ensures creation and coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool 
•    Communicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysis. 
•    Develop training presentations and deliver information to wide ranging audiences 

Problem Management:

•    Ensure Problem Management is fit for the purpose and executed according to the agreed standards 
•    Reviewing incident data to analyze assigned problems 
•    Analyzing problems for correct prioritization and classification 
•    Raising RFCs to resolve problems 
•    Monitoring progress on the resolution of known errors and advising incident management on the best available workaround for incidents 
•    Assist updating the KEDB with new or updated known errors and workarounds 

 
Change Management: 

•    Leading change management work streams with a structured methodology / process. 
•    Planning and managing support for change management tools and processes 
•    Maintaining the change schedule 
•    Coordinating interfaces between change management and other processes 
•    Work closely with other internal and external teams(Vendors) 
•    Reviewing specific categories of RFC 
•    Providing coaching and training to employees at all levels. 
•    Produce reports on CHGM performance with deep dive analysis (success, failures, opportunities for improvement)

Main requirements:

•    Minimum 5 years of experience in a Service Management - Major Incident Management, Problem Management or Change Management role. 
•    Minimum 3 years in ITIL process driven organization - Excellent working knowledge of Incident, Problem and Change Management principles, techniques & tools. 
•    3+ years of experience with at least two of the following IT areas: Application Management & IT Infrastructure: IT Networking, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, Security Operations or DevOps
•    Deep knowledge and understanding of IT operational technologies, including servers, routers, switches, and operating systems, Amazon and Microsoft cloud environment, etc. 
•    IT Process Optimization exprience.
•    Escalation & Stakeholder management.
•    ITIL v3 or 4 certified (Advanced/Expert) 
•    The role is part of a 24/7 operation team and it requires periodic coverage of 24x7 on-call rotation. The role will provide assistance to NAM region and will necessitate a work schedule that aligns with it.