Incident Management Specialist
4 weeks ago
A. Incident & Problem Management
- Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
- Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
- Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.
- Serves as the point person in the coordination of critical incidents affecting the Client Business operations.
- Ensures communication is sent out to Client Global IT stakeholders, and documents the incident through the incident report.
- Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap.
B. Change Management
- Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process.
- Ensures that change records meet the policies before presentation to CAB.
- Facilitates the CAB review meeting and ensures all changes are reviewed and approved before implementation.
- Monitors the progress of the changes.
- Ensures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standards.
- Audits and manages the process lifecycle and reports to upper management.
- Communicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.
- Facilitates the approval of Emergency and Urgent changes when necessary.
- Produces Weekly and Monthly reports for Change Management.
- Educates the team on the Change Management process.
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