Administrator (Support & Operations)

Job Summary

Process Manager ( ITSM - Incident / problem & Change) Management

JOB Description for Process Manager:

• Handling Change management. o Processing Change Requests, Reviewing and approving the down Time, coordinating with the teams.
• Reviewing change, approving the process amendments • Handling Problem management o Effectively Handle the Repeated occurrences & Priority issues through Problem management • Handling Critical incident management o Handling High priority issues by driving the complete call till resolution. o Jointly work with the team on issue resolution and provide update to the customer.
• Managing Project Operations • Report Generation
• Review with the teams • Handle Monthly Reporting, Weekly reporting, Daily Reports • Skills to effectively interact with the team and update the customer on the on the process improvements • Handle High priority calls and drive the team to send the notification and alerts • High Availability in the shift hours • Incident review – Review the incident, SR , change , Problem etc and ensure the ticket hygiene is maintained

Key Responsibilities

• Handling Change management. o Processing Change Requests, Reviewing and approving the down Time, coordinating with the teams.
• Reviewing change, approving the process amendments • Handling Problem management o Effectively Handle the Repeated occurrences & Priority issues through Problem management • Handling Critical incident management o Handling High priority issues by driving the complete call till resolution. o Jointly work with the team on issue resolution and provide update to the customer.
• Managing Project Operations • Report Generation
• Review with the teams • Handle Monthly Reporting, Weekly reporting, Daily Reports • Skills to effectively interact with the team and update the customer on the on the process improvements • Handle High priority calls and drive the team to send the notification and alerts • High Availability in the shift hours • Incident review – Review the incident, SR , change , Problem etc and ensure the ticket hygiene is maintained

Skill Requirements

Good Communication Skills, Effectively interact with customer Proactive problem management skils Drive Critical incident management calls - invoke bridge calls as needed Handle change management team coordination

Other Requirements

Good Communication Skills, Effectively interact with customer Proactive problem management skils Drive Critical incident management calls - invoke bridge calls as needed Handle change management team coordination Process Manager ( ITSM - Incident / problem & Change) Management