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ISA Change And Process Manager - S&D
Job ID S_D-0440282
Job type Full-time Regular
Work country India
Posted 13-Oct-2011
Work city Bangalore
Job area Operations (all other)
Travel No travel
Job category Project Management
Business unit APTO
Job role General Other Project Management
Job role skillset General
Commissionable/Sales-Incentive jobs only No
Job description
Job Role
Process Management
1. Standardize processes across competencies/BU’s
2. Ensure proper process implementation and transition handover for any new services.
3. Ensure on time review of all processes
4. Drive dipstick checks for all processes
Incident/Problem/Change Management
1. Proactive Incident Identification / Proactive Problem Management
2. Implement defect prevention process to bring down number of Sev1, Sev2 Incidents and the problem tickets causing changes.
3. Drive continuous improvement activities such as RCA, PIR and error reduction
4. Reasons for missed SLA to be tracked and documented
5. Regular reporting on the status of the change requests.
6. Ensure the reasons for Failed / Cancelled / Backed out / Rescheduled changes are correctly documented
Job Description for Service Manager – Change management and Process management
Process Management
1. Standardize processes across competencies/BU’s
2. Ensure proper process implementation and transition handover for any new services.
3. Ensure on time review of all processes
4. Drive dipstick checks for all processes
- Gap analysis vis-a-vis ITIL Framework / Account Processes and action Plan to close any gaps
Incident/Problem/Change Management
1. Proactive Incident Identification / Proactive Problem Management
2. Implement defect prevention process to bring down number of Sev1, Sev2 Incidents and the problem tickets causing changes.
3. Drive continuous improvement activities such as RCA, PIR and error reduction
4. Reasons for missed SLA to be tracked and documented
5. Regular reporting on the status of the change requests.
6. Ensure the reasons for Failed / Cancelled / Backed out / Rescheduled changes are correctly documented
7. All metrics specified below to be tracked and improved
- Approved Changes
- Incident Free Changes
- Change Success Rate
- Closed Changes Within Target
- Urgent Changes
- Mean Time to Recover Major Incidents
- Proactive Incident Identification
- Mean Time To Recover Sev 1
- Mean Time To Recover Sev 2
- Unidentified Root Cause Major Incidents
- Proportion of Capacity Related Incidents
Configuration/Release Management
1. Ensure Configuration and Release processes are rolled out as per the defined process
2. Ensure Incident and Change records are correctly linked to the CIs.
- Ensure unknown CIs are only for new assets. There should be no unknown CI for Incidents and Changes for existing assets.
Relationship Management
1. Develop good working relations within and cross competency
2. Foster collaborative decision making
3. Model a leadership style that drives innovation and growth and demonstrates behaviors consistent with IBM values
Audit and compliance
Maintain a satisfactory controls posture by passing all audits and being audit ready at all times
RCAs and action plan for control issues to tracked and closed.
Process documents are up to date
Deliverables are met as per the defined processes.
Skill Requirement:
Technical:
1. ITIL v3 Foundation training and certification
2. Knowledge and certification in 6-Sigma
3. Thorough knowledge in the process management area
4. Data analytical skills (Trend and pattern analysis)
5. Experience with Symphony and MS Excel, MS Powerpont
Soft Skills:
1. Effective customer communication – Verbal and written
2. Good interpersonal and presentation skills
8+ years of relavent experience in Service management and process management.
Technical:
1. ITIL v3 Foundation training and certification
2. Knowledge and certification in 6-Sigma
3. Thorough knowledge in the process management area
4. Data analytical skills (Trend and pattern analysis)
5. Experience with Symphony and MS Excel, MS Powerpont
Required
Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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For Further information and apply online : http://www.ibm.com/in/en/
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