- Incident Management: Co-ordinate with Service Desk and Incident management team in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate with Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.

- Problem Management: Manage Problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems

- Root Cause Analysis & Post Mortem reviews: Chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.

- Reporting:



Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with internal support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

- Communication: Deliver & manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in current projects and represent the Service Centre viewpoint & input.

📌 Change Manager (Bengaluru)
🏢 Ideslabs Private
📍 Bengaluru