ITSM Lead position
- Zensar
- 8 - 10 years
- Kolkata
- 1 month ago
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Job Description
Responsibilities for Major Incident Manager
- Communicate regularly with stakeholders to disseminate information about the response effort s progress
- Developing plans for future responses to similar incidents based on lessons learned from previous responses
- Tracking the progress of each response effort to ensure that it is meeting objectives
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
Responsibilities for Problem Manager
Track and communicate progress of problem(s) to relevant parties
Responsible for dealing with problems and complaints from customers.
Responsible for identifying potential problems and investigating their causes.
Responsible for developing solutions to address problems identified.
Responsible for coordinating problem-solving efforts across departments and functions within the organization.
Responsible for monitoring the status of open issues and ensuring that they are being addressed in a timely manner.
Responsible for communicating updates on problem status to relevant parties (e.g., customers, upper management).
Perform root cause analysis to determine the underlying cause(s) of problems. They develop action plans to prevent future occurrences of similar problems. In some cases, they may also be involved in implementing corrective actions."
Maintain records of all past problems and resolutions as reference material for future use.
Perform periodically review past problem records to identify any areas or trends that require improvement.
Work with other managers to implement processes or procedural changes designed to prevent similar problems from occurring in the future.
Liaise with suppliers or service providers to resolve issues with delivered products or services.
Review progress/results with client and/or (senior) management
Maintain Known Error database
Problem management reporting and metrics
Drive the process the adherence during any Incident Handling
Participate in the Incidents to ensure that all parties contribute to the resolution
Coordinate between multiple support teams and with vendors to delivery incident resolution
Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required
Inform the respective owners on the open incidents
Validate the impact on the incident and update customer on the further action
Lead and manage the resolution of significant incidents and problems within the IT environment
Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner
Ensure that correct and adequate workaround solutions and/or permanent fixes are made available to the business
Maintain the Problem Management process and associated tools and templates
Responsibilities for Knowledge Manager
- Encouraging a culture of knowledge-sharing and collaborative workflow among departments and project teams
- Ensuring that employees are sure of the knowledge management processes, including the purpose of doing so
- Making sure that the right knowledge goes to the right people, and that this information is promptly applied to business activities
- Helping capture new knowledge with the usage of a knowledge management system
- Monitor progress and learning processes by keeping track of engagement, project outcomes and other metrics
- Providing relevant coaching, training and support to champion a knowledge management culture
- Overseeing the knowledge management team and initiatives
- Organizing and maintaining the companys databases and knowledge assets
- Spearheading and managing the knowledge management programs and projects
- Answering inquiries and resolving issues related to knowledge management
- Deploying training, communications, and awareness programs related to knowledge management
- Identifying and implementing ways to improve the current knowledge management system
- Developing new programs and solutions that meet the needs of the department and the organization
- Promoting and optimizing the usage of the organizations knowledge assets
- Working with internal and external stakeholders to support knowledge sharing and learning
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Kolkata+ View Contact
Keyskills: Training RCA Root cause analysis Senior management Problem management Workflow Management Stakeholder management Monitoring Management reporting
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