Change Operations Manager

1 day ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Description

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.
Requirements:
  • 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.
About Us

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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