Incident/Change/Problem Analyst/Manager

Job Description

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) 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. The Shift Turnover report allows ESSPI Delivery Teams and Client Global IT Management to quickly review the critical events that impacted the business operations during a particular shift while the Shift Recap is to ensure continuity of the incident and problem management process from one shift to the other.

● Being responsive to clients whilst following the principles and procedures of the quality management system

● Identifies, analyzes problems and suggests improvements identified in their own area of responsibility and implementing those with a recognized business benefit

● Responsible for critical incident debriefs

● Provides detailed post incident reports

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

Job Qualification:

● Bachelor's Degree in an IT-related, Management, Engineering or Computer Science field

● At least 3 years of experience in Incident Management, Problem and Change Management and IT Operations

● Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction

● A solid understanding of the ITIL Incident & Change Management process

● Experience and knowledge of change management principles, methodologies and tools

● Willingness to render rotating shifts and should have no preference to schedule

● Possesses strong attention to detail, leadership, problem solving and analytical skills

● High level understanding of multiple IT Platforms and Infrastructure, and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management

● Responds adequately to inquiries and complaints

● Managed multiple high priority initiatives in a fast paced, highly technical environment

● Experienced with any ticketing system, but experience in HDA ticketing tool is a plus

● Able to develop and provide SLA's and KPI's

● ITIL Certification is a plus