Change Manager L1

Do
RESPONSIBILITIES
ÃÂÃÂÃÂ Drive the efficiency and effectiveness of the Incident Management process
ÃÂÃÂÃÂ Ensure all Incidents are correctly prioritized categorized routed restored/resolved and closed as per the Process defined and agreed with the Customer
ÃÂÃÂÃÂ Regular communication updates to the Customer End-Users and other Stakeholders during the entire Incident Management cycle
ÃÂÃÂÃÂ Knowledge management activities - creation and sustenance
ÃÂÃÂÃÂ Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
ÃÂÃÂÃÂ Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
ÃÂÃÂÃÂ Bring in Service improvements and close the Gaps as per the Audits and Assessments
ÃÂÃÂÃÂ Conduct Incident and Major management training and spread awareness
ÃÂÃÂÃÂ Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

KEY SKILLS AND COMPETENCIES
ÃÂÃÂÃÂ Excellent people management and operational skills
ÃÂÃÂÃÂ Ability to interact with all levels of the Customer and IT provider organization
ÃÂÃÂÃÂ Good presentational skills
ÃÂÃÂÃÂ Effective communication skills
ÃÂÃÂÃÂ Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
ÃÂÃÂÃÂ ITIL Foundation Level Training or knowledge required preferred ITIL SO intermediate certification
ÃÂÃÂÃÂ 5-8 years of experience in IT Service Management