Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Proactive problem management skills, Drive Critical incident management calls, Handle change management team coordination

Job Summary
Process Manager ( ITSM - Incident / problem & Change) Management
JOB Description for Process Manager:
• Handling Change management.
o Processing Change Requests, Reviewing and approving the down Time, coordinating with the teams.
• Reviewing change, approving the process amendments
• Handling Problem management
o Effectively Handle the Repeated occurrences & Priority issues through Problem management
• Handling Critical incident management
o Handling High priority issues by driving the complete call till resolution.
o Jointly work with the team on issue resolution and provide update to the customer.
• Managing Project Operations
• Report Generation - Review with the teams
• Handle Monthly Reporting, Weekly reporting, Daily Reports
• Skills to effectively interact with the team and update the customer on the on the process improvements
• Handle High priority calls and drive the team to send the notification and alerts
• High Availability in the shift hours
• Incident review – Review the incident, SR , change , Problem etc and ensure the ticket hygiene is maintained
Key Responsibilities
Handling Change management.
o Processing Change Requests, Reviewing and approving the down Time,



coordinating with the teams.
• Reviewing change, approving the process amendments
• Handling Problem management
o Effectively Handle the Repeated occurrences & Priority issues through Problem management
• Handling Critical incident management
o Handling High priority issues by driving the complete call till resolution.
o Jointly work with the team on issue resolution and provide update to the customer.
• Managing Project Operations
• Report Generation - Review with the teams
• Handle Monthly Reporting, Weekly reporting, Daily Reports
• Skills to effectively interact with the team and update the customer on the on the process improvements
• Handle High priority calls and drive the team to send the notification and alerts
• High Availability in the shift hours
• Incident review – Review the incident, SR , change , Problem etc and ensure the ticket hygiene is maintained
Skill Requirements
Good Communication Skills, Effectively interact with customer
Proactive problem management skills
Drive Critical incident management calls - invoke bridge calls as needed
Handle change management team coordination
Other Requirements
Positive Communication Skills, Effectively interact with customer
Proactive problem management skills
Drive Critical incident management calls - invoke bridge calls as needed
Handle change management team coordination
Process Manager ( ITSM - Incident / problem & Change) Management

📌 Administrator (Support & Operations) (Chennai)
🏢 HCL Technologies
📍 Chennai