The Process and Major Incident & Request Manager leads the Service Management processes. He / She is also responsible for leading and managing critical situations by restoring service as soon as possible and driving ITIL processes.
He / She ensures the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders.
Additional, the Process and Major Incident & Request Manager team owns the Release Management lifecycle which includes scheduling, coordinating the management of releases for multiple applications across various portfolios.
The releases can be inclusive of application updates, operating system patches, security improvements, Hardware upgrades, Projects and Programs.
The Process and Major Incident & Request Manager works collaboratively with all participants in development projects and is supportive of developers and testers as they set up their build dev / test environments.
Where necessary he / she will provide tools and services to help project teams manage and deploy releases into production.
Role Responsibilities Design, deploy, and maintain ITIL processes Monitors the performance of processes and composes reports.
Develop initiatives for continuous process improvements. Develop best practices for process improvements. Track and communicate status of improvement projects to management.
Coordinates with stakeholders to develop process requirements. Properly and accurately, records all defined problems and identified changes.
Organize internal and external audits, assessments and coordinate implementation of the recommendations. Efficiently monitors and follow up P1 / P2 Incident lifecycle through the execution of the Incident Management process.
Coordinate, facilitate, communicate across teams / assets to drive resolution of major incidents and ensure all SLAs are achieved.
Responsible for documenting the complete Major incident timeline, including incident management communications and post incident reports.
Escalation of risks and issues to management / executives. Coordinate the root cause analysis for P1 / P2 incidents Conduct analysis and provide input regarding P1 / P2 and major incident trends.
Complete ad-hoc and ongoing projects on a need basis. Manage major incidents by taking the necessary initiatives to lead resolution.
Efficiently monitors and follows up P1 / P2 Request lifecycle through execution of the Request Management process. Coordinate, facilitate, communicate across teams / resources to drive resolution of high priority requests and ensure all SLAs are met.
Ensure that the root cause of Problems is identified and documented. Chair and contribute to any meetings related to Incident Root Cause Analysis.
Chair and contribute to Problem review meetings. Facilitate and manage changes (including ensuring that changes are sufficiently described and contains all necessary information) and ensure that all changes are logged.
Chair and contribute to Change Advisory Board meetings. Ensure information related to changes is communicated to the customer and internal teams.
Prepare performance reports under the form of reports, analyse these reports, identify trends and proposes recommendations for improvements.
Manage risks and resolve issues that affect release scope, schedule and quality Coordinate release content and effort based on the service backlog, third party releases, or operating system updates Communicate all release plans, commitments, release details, schedules, changes including requirements, QA plans, schedule, and scope changes Manage relationships and coordinate work between different teams at different locations Conduct release readiness reviews, milestone reviews, and Go / No-Go reviews Lead and co-ordinate the Go-Live activities including the execution of the deployment plans and checklists.
Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists Profile Strategic Thinking.
Strong organizational skills. Strong ability to communicate and present findings to both technical and non-technical audiences.
ITIL certification & deep understanding of service management. Solid knowledge of IT and Operations. Incident Manager Experience.
5+ years of IT experience in technical operational / support role(s), with at least 1 year actively involved in Service Management and / or Process Management.
Previous Release and / or Project Management experience, (understanding of project management principles preferred) is considered an asset Extremely organized, attention to details, great with time management.
Strong interpersonal and communication skills with ability to communicate effectively. Ability to analyze trends, understand and interpret data.
Reasonable depth of exposure / understanding of Business Continuity Management processes and best practices. Exceptional ability to remain calm under stress.