IT Change and Incident Manager

Описание

The Role:

The IT Change and Incident Manager reports into the Head of IT Service Management and works with internal and vendors change managers and change implementation teams.

Key duties and responsibilities:

To lead the adoption and delivery of the Change and Incident Management processes (based on ITIL Service support principles) through effective coordination of change planning and implementation, problem resolution, liaising & building relationships with Business Customers, IT Management, Team Leaders and IT support groups
To coordinate the implementation of all changes to live services as authorised by the IT Service Experience Manager after approval by the central Change Advisory Board (CAB) ensuring proper Risk Assessment, Impact Assessments and Test Plans are performed.
To be responsible for Change Management ensuring that governance is defined and adhered in the IT service teams.
To co-ordinate the outputs of the Change Advisory Board (CAB) and to perform the role of Change Manager with delegated authority from the IT Service Experience Manager to approve changes that do not require escalation.
Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
Support and engage senior leaders.
Drive change driven incident resolution.
Ensure that the change implementation schedule and instructions are completely understood by the implementation resources.
Make sure user acceptance tests are completed and all defects addressed.
Ensure that the review of all implementation instructions as received from the CAB for technical feasibility and escalate potential implementation challenges to the CAB.
Conducting post-implementation follow-up of failed changes to ensure lessons learnt and identifying the need for Major Incident reviews.
The Change Manager duties will require the role to support changes that need to be deployed during out of hours (weekend and evenings).
To provide regular reporting and metrics on the change management process.
To provide incident reports and major incident reports.
Track all incident RCA’s to resolution.
Define and measure success metrics (KPI / SLA / OLA) against core processes
The Incident Manager duties will require flexibility to work outside normal hours to support with major incident and changes as required during non-normal operational events.

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

София 1000, Площад Македония, ул. Алабин 1, етаж 11

Дата:

19.09.2022

Организация:

Apex Fund Services Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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