Problem / Change Manager

  • Salary

    $100,000 - $110,000 Per Year

Experience

8 to 15 Years

Posted On

Dec 01, 2022

Company

Long Finch Technologies

Travel Requirements

0%

Job Overview

Required Skills

  • ITIL
  • Problem Management
  • Service Level Agreement
  • KEDB
  • RCA
  • ITIL V3
  • Change Manager

Job Type

Full-time

Location

Raritan, NJ

Job Description

Technical / Functional Skills

  • Professional approach with high level of integrity. 
  • Efficient, helpful and Customer Service focused. 
  • Must be able to demonstrate flexibility by working additional hours/shifts as required. 
  • Demonstrable leadership skills  
  • Excellent customer relationship building skills. 
  • Ability to priorities workloads. 
  • IT skills to understand and articulate infrastructure and application problems. 
  • Accurate record keeping 
  • Ability to obtain results through collaboration with colleagues and 3rd parties involved in service delivery.

 

Roles & Responsibilities

  • Problem Manager will perform ITIL aligned Problem Management and will assist Service Managers, Technical Support teams, Clients and Third Parties delivering Problem Management services.

 

As a Problem Manager, your responsibilities will include:

  • Problem ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the Service Level Agreement. 
  • Understand the Problem management process flow as per ITIL
  • Understand Roles and responsibilities of Problem Manager
  • Understand the procedure to involve other teams
  • Gather Root Cause analysis process and templates as per Fishbone diagram, Ishikawa diagram and other problem-solving techniques.
  • Gather KEDB and workaround details.
  • Understand Problem Ticket priorities and escalation matrix
  • Understand Problem management tool
  • Gather details of tools used for analysis of problems
  • Understand the procedure to review RCA.
  • Gather details about periodic dashboard reports.
  • Gather history of Problem tickets and RCA's.
  • Knowledge of the ITIL Change, Problem and Incident Management processes.
  • ITIL V3 Intermediate / Expert or equivalent experience.
  • Willingness to operate at all levels within the support structure.
  • Flexibility regarding working hours - 24x7 shift cover.
  • Change Manager will perform ITIL aligned Change Management and will assist Service Managers, Technical Support teams, Clients and Third Parties delivering Change Management services. 

 

As a Change Manager, your responsibilities will include:

  • Well versed in ITSM/ITIL processes.
  • Understanding of Workflow and functioning of Change Management and Change Task.
  • Must be able to host CAB, eCAB and PIR calls along with customer and Business.
  • Owning/Managing the KPIs, Reports and OLA/SLA for Change management.
  • Understanding of Roles and Responsibilities of Change Manager. 
  • Gathering of key contacts and understanding/managing of escalation matrix for change coordinators and Business.
  • Preparing and managing the Weekly/Monthly reports and meeting customer expectations with respect to reporting/Governance.
  • Managing Reports - Frequency, Mode, Recipients, Type (OLA/SLA Breached Reports, Open/Past due/Yet to approve Changes etc.).
  • Analytical ability to understand the trends and find the gaps and come up with improvement ideas to address them.
  • Ability to evaluate, classification, categorization of changes.
  • Implementing and finding Best Practices in current model.
  • Publishing and educating the team to follow the Best Practices.
  • Vendor Management/Coordination, Knowledge Management, Managing SOPs, Daily Check List, KB Article etc.
  • Well versed in Incident Management, Problem Management service catalogs, Service Requests etc. 
  • Vendor Management/Coordination, Knowledge Management, Managing SOPs, Daily Check List, KB Article etc.

Job ID: LF221429

  • Posted By

    Sarah Ferry

Designation

HR Manager

Company

Long Finch Technologies

Last Login

Apr 16, 2024

Posted On

Dec 01, 2022


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