JPC-221267 - major incident and Change lead
Job Posted: May 14, 2024 | Total views: 1

Job Description:

• Job Description

   

   

  Incident Manager:-

  • Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
  • Trending of incidents across service providers
  • Act as the escalation point for any cross supplier disputes
  • Manage P1/ Major Incidents or situations across providers
  • Conduct regular Incident process trainings & awareness sessions and improve process compliance
  • Work with the Sibelco stakeholders on all matters related to the Incident Management processes, such as management escalation, and continuous improvement plans.
  • Making service restoration / recovery decisions
  • Ensuring that the progress of the Incident recovery and all relevant timings are documented in the associated incident record
  • Implementation and maintenance of the ITSM platform (ServiceNow), processes and procedures across the inte
    al organizations and exte
    al providers (as appropriate)
  • Identify and implement process improvements and ITSM platform/integration enhancements
  • Interact with other process owners. Work with other process owners to ensure seamless, end-to-end service delivery across processes (e.g., Problem, Change, Configuration and Capacity Management).
  • Ensure that the requirements for the management system or tool are defined.
  • Provide process performance reports to management and review reports created by the respective Supplier Incident Manager.

  To arbitrate in case of any dispute related to prioritization, categorization, ownership, etc

   

  Change Manager:-

  • Validating RFCs submitted for completeness.
  • Validating Business need to be included or not.
  • Checking if Technical Approval is obtained prior to CAB, where applicable
  • Checking and Validating the change schedules
  • Preparing and Publishing CAB Agenda
  • Convening and coordinating CAB and TAB meetings
  • Communicating CAB and TAB decisions (Approval/ Rejection / Deferral)
  • Publishing Forward Schedule of Change
  • Convening and coordinating E-CAB (Emergency - Change Advisory board) for Emergency Change Approval.
  • Designing change authority hierarchy and criteria for allocating RFCs to change authorities Maintaining the change schedule and projected service outage
  • Working with other process managers to ensure that there is an integrated approach to the design and implementation of change management, service asset and configuration management, release and deployment management, and service validation and testing
  • Planning and managing support for change management tools and processes
  • Coordinate PIR with Change Implementer
  • Carrying out day to day activities of the change management

   

  Hi Debarshish and Meghana- Kindly help in tracking

                                  

About Company :
Purview is a leading Digital Cloud & Data Engineering company headquartered in Edinburgh, United Kingdom having a presence in 14 countries India (Hyderabad, Bangalore, Chennai and Pune), Poland, Germany, Finland, Netherlands, Ireland, USA, UAE, Oman, Singapore, Hong Kong, Malaysia and Australia.

We have a strong presence in UK, Europe and APEC, providing services to Captive Clients (HSBC, NatWest, Northern Trust, IDFC First Bank, Nordia Bank etc) in fully managed solutions and co-managed capacity models. Also, we support various top IT tier 1 organisations (Capgemini, Deloitte, Wipro, Virtusa, L&T, CoForge, TechM and more) to deliver solutions and workforce/resources.

Company Info: