Incident Manager / Change Manager
- Fiserv
- 4 - 6 years
- Bengaluru
- 10 months ago
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Job Description
What does a successful Change and Incident Manager do?
The Change and Incident Manager will execute the enterprise Change and Incident Management Process, utilizing standards and procedures, as defined in alignment with Industry best practices. The Change and Incident Manager is also responsible for establishing standards and procedures that maximize operations responses to encountered incidents and minimize service availability interruptions.
What you will do:
- Accepts and reviews Requests for Change (RFC) submitted by multiple business units, requiring technical knowledge of infrastructure and business environment, for proper assessment to ascertain potential business impact. Ensures strict adherence to established process and procedures for audit compliance.
- Ensures adequate information is supplied for assessment of full impact. Collaborates with requestors to ensure proper documentation is provided within RFC and coordinates with CMDB Librarian if CI is missing or not identified correctly within the RFC
- Facilitates meetings to address change inefficiencies or identified risks, with strong negotiation skills and ability to build consensus to avoid potential business impact
- Oversee all severity 1, severity 2 tickets through to resolution including severity 3 incidents as warranted
- Deliver standard incident management process
- Resolve incidents within established BPA and service times
- Investigate and coordinating incident resolution for all escalated incidents
- Provide after-hours/on-call incident management support. This is a 24-hour, 7-day a week requirement assigned on a rotational basis
What you will need to have:
- Bachelor degree in Computer Science, Business Administration or related field
- 4-6 years IT Operational experience, of which 2 years of experience has been in a second line support role or leadership role.
- 2+ years of Change Management work experience preferably using ServiceNow
- Experience and conversant in the use of Incident and Change Management processes according to ITIL framework
- Experience in Technical Writing preferable for RCA
- Broad based foundation of IT knowledge with an intermediate to advanced technical understanding of application architectures, database technologies, LAN and WAN networking and security principles.
What would be nice to have:
- ITILv3 certified for Change and Incident
- Knowledge of Lean and Six Sigma methodologies a plus
- Familiarity with ServiceNow or other workflow management tools; experience with ServiceNow Change Management
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: IT Infrastructure Services
Role: IT Infrastructure Services
Employement Type: Full time
Education
Under Graduation: BCA in Computers, B.Tech/B.E. in Computers, B.B.A/ B.M.S in Any Specialization, B.Sc in ComputersPost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: FiservLocation(s): Bengaluru
Keyskills: Incident Management Change Management ServiceNow networking application architecture ITIL IT Operations
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Fiserv
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point...
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