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Business Transformation Specialist

1 week ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Change Manager

Overview:

As a Change Manager at BEST CAREERS AND OPPORTUNITIES, you will play a crucial role in ensuring the smooth operation of our service management processes. This includes driving the Major Incident (MI) Bridge, acting as a Single Point of Contact (SPOC) for customers, and coordinating with relevant Resolver Groups to resolve major incidents.

Key Responsibilities:

- Act as SPOC for customers to provide status updates during major incidents.

- Drive MI Bridge through involving all relevant Resolver Groups to resolve major incidents.

- Inform key stakeholders on major incident status and confirmed service restoration.

- Coordinate with SMEs for speedy resolution of major incidents.

- Ensure major incidents are resolved within SLAs agreed with customers.

- Take preventive actions to minimize service and business impact during high-resolution times.

- Conduct thorough analysis and prepare MIR for every closed major incident.

- Update resolution procedures in knowledge database/work log.

- Conduct review meetings with relevant members to identify triggers, causes, and prevention methods for major incidents.

- Analyze causes for all major incidents and identify root causes through Problem Management process coordination.

- Coordinate with process managers to avoid recurring major incidents.

- Provide periodical reports on overall status of Major Incident Management Process.

- Conduct training/knowledge sharing sessions across teams/new joiners to prevent major incidents.

Requirements:

- 8-10 years experience in driving service operations.

- Min 8 year experience in managing IM and MIM processes.

- Preferably ITIL Expert or Min two ITIL Intermediate certified professional.

- Strong analytical, communication, presentation, and reporting skills.

- Good leadership, people management, and operational skills.

- Exposure to ITIL practices required.

- Good written & verbal communication skills.

- Experience in helpdesk environment.

- Highly motivated individual with positive & proactive attitude to work and willingness to improve operational efficiency.