SUMMARY OF POSITION AND OBJECTIVES:
To handle all aspects of service management effectively including, incident, service and change management by coordinating with global support teams and ensuring service restoration/fix as soon as possible; thereby driving improvement in service availability. Handle end to end communications to relevant stakeholders effectively and efficiently as per defined processes., manage and prioritise service management tickets and assist IT Service Manager in all aspects of incident, service and change management
Participate in change management board and review change processes in line with Eurofins standards.
Shared ownership of the program Service Catalogue and process and ensure correct direction to the relevant team.
POSITION & OBJECTIVES:
- Monitoring Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently.
- Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors.
- Participating in change management board and logging decisions
- Regular notification to senior leaders of status and business impact during major incident situations.
- Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents.
- Ensure proper escalation procedures are followed, and correct support teams are engaged to troubleshoot the issue within timelines. Make sure a group chat is in place and followed by bridge call for all major incidents.
- Email notifications, SMS to be triggered in case of Major Incident within the given timelines.
- Regular follow ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available.
- Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities in scope for Incident management.
- Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
- Own the program service catalogue in BMC Helix
· Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
· Coordinating interfaces between incident management and other service management processes
· Driving the efficiency and effectiveness of the change & incident management processes; producing management information, including KPIs and reports for Incident, availability management.
· Reviewing and auditing the process.
· Assist in developing and maintaining the incident management process and procedures along with global teams.
Profile description:
Will be providing Major Incident Management support for all program IT Incidents by collaborating closely with various IT Infrastructure and application support teams, own the change management process for development and operations and own all service and change processes.
Requirements:
- Good collaboration and problem-solving qualities
- Attention to details and quality reporting
- Be flexible and adapt to current organizational processes
- Some flexibility in working hours.
- The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
- Good communication and interpersonal skills to interact with global teams.
- Will be an added advantage if worked on Laboratory related applications.
- Ensuring that all IT teams follow the change & incident management process for every major and high visibility incident & change request
- Computer Science/MCA or any other Bachelor’s degree with the right experience
Technology skills:
Mandatory
- ITIL V3/4 foundation
- Good experience with BMC Helix - Important
- Hands-on Service reporting
- Escalations handling
- Change Management
- Excellent written and Oral communication
Works in conjunction with Continual Service Improvement
Optional
- ITIL V3/4 practitioner certification
- Certified ITIL Intermediate (Service Operations)
Professional working proficiency in English is a requirement, including the ability to read, write and speak in English.
