Problem Manager– IPC Exp: 8 to 12 yrs Requirement:- Problem Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for incident resolution * Ability to get the right support team based on the incident * Perform escalation to ensure quick resolution of the incident * Engagement of Third Parties * Drive innovative and 'out of the box' thinking within the technical teams * Input into Major Incident Review * Input into Major Incident Report * Briefing the relevant parties Problem Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for problem resolution * Ability to get the right support team based on the incident * Perform escalation to ensure quick resolution of the problem * Engagement of Third Parties * Drive innovative and 'out of the box' thinking within the technical teams *Drive RCA determination within the shortest possible time or as per client contract * Track open preventative actions to drive permanent closure of the tickets. Change Management * Establishing & Issuing Customer & CGI communications * Communicate status and act as the central communication point * Interlock with the technical teams for Change implementation * Ability to get the right support team based on the change request * Track changes to closure and documenting any failed change via post implementation reviews *Conduct post implementation reviews for failed changes *Conduct Change management meetings / CAB / ECABs *maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time *communicate the impact of the change to all relevant teams to avoid unnecessary incidents * Engagement of Third Parties Mandatory Skills:- * Strong leadership skills on client meetings and calls * Customer facing experience * ITIL educated (minimum of foundation - either v2 or v3) * Solid understanding of the incident,problem & change management process * Broad understanding of technologies
JD: Service Management – IPC
Exp: 15 yrs
Requirement:-
Problem Management
* Establishing & Issuing Customer & CGI communications
* Communicate status and act as the central communication point
* Interlock with the technical teams for problem resolution
* Ability to get the right support team based on the incident
* Perform escalation to ensure quick resolution of the problem
* Engagement of Third Parties
* Drive innovative and 'out of the box' thinking within the technical teams
*Drive RCA determination within the shortest possible time or as per client contract
* Track open preventative actions to drive permanent closure of the tickets.
Change Management
* Establishing & Issuing Customer & CGI communications
* Communicate status and act as the central communication point
* Interlock with the technical teams for Change implementation
* Ability to get the right support team based on the change request
* Track changes to closure and documenting any failed change via post implementation reviews
*Conduct post implementation reviews for failed changes
*Conduct Change management meetings / CAB / ECABs
*maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time
*communicate the impact of the change to all relevant teams to avoid unnecessary incidents
* Engagement of Third Parties
Mandatory Skills:-
* Strong leadership skills on client meetings and calls
* Customer facing experience
* ITIL educated (minimum of foundation - either v2 or v3)
* Solid understanding of the incident,problem & change management process
* Broad understanding of technologies
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