Incident &; Major Incident Management

Job Description

About your client:

Our client is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84,000 entrepreneurial professionals across more than 30 countries, it caters to over 700 clients with its extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes

• Incident Management
• Should know SLA improvement initiatives ITIL Process implementation and adherence
• Leveraging technology to issue all communications and providing key stakeholder management
• Leading driving facilitating and chairing all investigation activities meetings and conference calls
• Forming collaborative action plans with specific actions roles and deadlines and ensuring these are completed
• Matrix management of people processes and resources including third parties including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and uptodate including contacts information technical diagrams post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Should have in depth knowledge of KEDB to resolute known issues
• Providing periodic major incident metrics reports
• Primary responsibility will be to ensure that rootcause is established for all major incidents with formal RCA is published within agreed SLAs
• Candidate should have exposure to industry standard RCA tools and techniques
• Periodical review effectiveness and efficiency of the problem management process
• Conduct process management training to cross functional teams
• Ensuring availability of people 247 to meet delivery obligations
• Change Management
• Experience and knowledge of change management principles methodologies and tools
• Apply a structured methodology and lead change management activities
• Conduct impact analyses assess change readinesspreparedness and identify key stakeholders
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative RFC
• Support the design development delivery and management of communications
• Identify analyze and prepare risk mitigation tactics
• Should drive CAB discussions and discuss Risks POA Rollout plan Rollback plan as a preventive mechanism to avoid major outages
• Create actionable deliverables for the five change management levers communications plan sponsor roadmap coaching plan training plan resistance management plan
• Integrate change management activities into project plan
• Define and measure success metrics and monitor change progress
• Should drive the post validation checks with PIRPCR assessments
• Problem Management
• Proactively detect and prevent future problemsincidents and initiate the Problem Management process to allow quicker diagnosis and resolution
• Prepare statistics KPI and trend reports for use in the problem management process Identif

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