Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : Incident Management
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

The Role The Incident/Problem/Change Manager will be responsible for delivering effective incident/problem/change management across our IT Infrastructure. This person will focus on all aspects of IM/PM/CM. Restore normal services operation as quickly as possible to minimize adverse impact on business operations to our Clients and Internal Organization. Effective root cause determination and preventative action implementation within SLA to help prevent any reoccurring incidents. Ensure changes are smoothly and effectively implemented. Lead change management activities in the right direction and work to ensure that changes meet the organization’s goals. Key Responsibilities • Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams. • Chairs the Critical Incident Management technical bridges meetings. • Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets. • Responsible for Communication to the Management for all Critical incidents. • Contributes to the activation of ad hoc communication plans for specific Critical Incidents. • After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams. • Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident. • Ensures terminology used (technical or business) is understood by both business and technical teams. • Responsible for oversight the Problem Management Process for Critical Incidents • Perform RCA reviews. • Manage the investigation and drive root cause of all problem tickets throughout the problem lifecycle for major incidents. • Conduct Problem Investigation Review meetings. • Identify and communicate known errors and workarounds. • Ensure problems are mitigated quickly to prevent recurrence. • Ensure Root Cause Analysis reports are produced within SLA. • Ensure Corrective Actions are identified and implemented within agreed timelines. • Ensure that post-implementation monitoring is conducted before resolving the ticket. • Ensure timely and appropriate communication with all stakeholders. • Manage large and complex changes impacting multiple applications and platforms; provide input and guidance. • Perform impact analysis on submitted Change Management requests; communicate (written and verbal) feedback in a timely manner. • Generate daily, weekly, and monthly metrics and KPI reports for various key stakeholders. • Manage and coordinate monthly release activities across multiple teams within Ratings IT • Provide periodic written communication regarding upcoming maintenance activities and system availability. • Contribute to the maturity of the IT Change Management function. • Collaborate across the organization to get an understanding of application and platform dependencies; utilize key tools to further gain deep expertise and knowledge. • Update Standard Operating Procedures and templates as enhancements are made to the Change Management process; provide recommendations and feedback for continuous improvement. • Work with teams across IT to identify and implement continual service improvements. • Availability to work afternoon/night shifts • Availability to perform On-Call Preferred Experience • Ability to communicate, both verbally and in writing. • Able to demonstrate an ability to work collaboratively with stakeholders and other IT teams including those in other time zones. • Able to work to agreed timescales and SLA’s. • Good working knowledge of data analysis techniques. • Good working knowledge of standard reporting tools and techniques. • Good working knowledge of the ServiceNow ITSM tool. Academic Credentials • Bachelor’s degree in information technology, Engineering, or related field. • 4-6 years of experience required. • ITIL V3 or ITIL 4 Certification and other professional certifications a plus.