Responsibilities

Incident Management 
  • Point of contact for notification and escalation for issues relating to incidents
  • Manage the incident to resolution.
  • Record proceedings, capture events, action items and next steps.
  • Track progress on action plans provided by Resolver Groups
  • Monitor SLAs and drive incidents to target restoration and resolution deadlines.
 
Change Management 
  • Capture customer requirements.
  • Validate customer requirements against the services and contract.
  • Filter, accept and classify all RFCs.
  • Issue agenda for CAB meeting
  • Table all RFCs for a CAB meeting, issue an agenda and circulates all RFCs to CAB members in advance of meetings to allow prior consideration.
  • Ensure that RFCs are adequately planned and assessed.
  • Evaluate and review Change activities before the change.
  • Ensure appropriate technical approvals are obtained.
  • Log and update Change records in the Change Management system

Team Management  
  • Delegate tasks effectively by providing clear and specific instructions and goals.
  • Plan, track and monitor the tasks assigned to the team members / resolver groups.
  • Monitor and improve team performance, providing coaching and performance management.
 
Governance Management    
  • To coordinate resources and capabilities required for services provided and resolve conflicts.
  • Service Portfolio Management which to manage the business integration and to establish collaboration with all relevant suppliers to provide seamless end to end managed services.
  • To keep services evergreen and support subsequent versions of ITIL as they become available.
  • Maintain a central repository of service management tools, templates, processes documentation and reports.
  • Assist client to maintain policies and consistent practices for design work related to projects and changes.
  • Assess and manage risks associated with managed activities to prevent issues.
  • To maintain a Quality Management System (QMS), abiding to client security and compliance standards.

Requirements

  • Minimum 5 years of ITSM Management
  • Knowledge of ISO9001 and ISO20000
  • Experience in Incident and Change Management
  • Ability to implement and monitor ITSM policies and standards.
  • Experience in maintaining compliance with organisational policies and regulatory requirements.
  • Experience with ServiceNow
  • Certified with Lean Six Sigma (Yellow / Green) / Agile Methodology
  • Certified ITIL v3 or v4 Foundation (at least one capability module).
  • Agile methodology certification