Change Operations Manager
1 day ago
As a Change Operations Manager at BEST CAREERS AND OPPORTUNITIES, you will play a crucial role in ensuring seamless service operations and minimizing the impact of major incidents on our customers.
Key Responsibilities:- Act as a single point of contact (SPOC) for customers to provide timely status updates during major incidents.
- Drive the Major Incident Bridge by collaborating with relevant resolver groups and stakeholders to resolve incidents efficiently.
- Inform key stakeholders about the status of major incidents and ensure that service restoration is confirmed.
- Coordinate with subject matter experts (SMEs) to expedite resolution and minimize downtime.
- Ensure that major incidents are resolved within agreed Service Level Agreements (SLAs).
- Take proactive measures to prevent service and business disruptions during high-resolution times.
- Analyze major incidents and prepare thorough reports for future improvement.
- Update knowledge databases and work logs with resolution procedures to maintain efficiency.
- Conduct review meetings with team members to identify triggers, causes, and prevention strategies for future incidents.
- Collaborate with process managers to avoid recurring issues and ensure incident-free operations.
- Provide regular reports on the overall status of the Major Incident Management Process.
- 8-10 years of experience in driving service operations.
- A minimum of 8 years of experience in managing IM and MIM processes.
- Possession of ITIL Expert certification or at least two ITIL Intermediate certifications.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience working in a helpdesk environment.
- A highly motivated individual with a positive attitude and willingness to improve operational efficiency through innovation and process optimization.
BEST CAREERS AND OPPORTUNITIES is committed to delivering exceptional services and fostering a culture of excellence. We strive to create opportunities for growth and development, both for our employees and our clients.
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