Job Information
Oracle Technical Account Representative (TAM) 4 in MUMBAI, India
Job Description
Incident Manager Skill Requirements:
Bachelor's degree in information technology, engineering, or a related field.
At least three years’ experience working in IT service management, or a similar role.
Strong knowledge of IT service management software including ITIL and COBIT.
Direct experience in managing/ extracting reports of ServiceNow or similar tools within a large enterprise
Experience working with IT systems and software especially with ORACLE database technologies
knowledge of Infra layer of IT.
Excellent Communication skills and ability to collaborate with team members working in 24/7 model.
Ability to analyze a high volume of technical data and work in a fast-paced environment.
Strong problem solving, analytical, and time management skills.
Change Manager
These are some of the basic responsibilities of the change manager:
Review and record requests for change (RFCs)
Categorize change requests
Prioritize changes according to business objectives
Manage the transition of changes from the development team to operations
Accept or reject RFCs
Convene the change advisory board (CAB) meetings
Coordinate the building, testing, and implementation of changes
Mediate conflicts related to the change where necessary
Create and circulate the change schedule
Conduct Post Implementation Reviews (PIRs) after the implementation of changes
Maintain all change documentation (policies, procedures, templates, etc.)
Produce management reports
Reports Change SLA with help of ticketing tool (SNOW)
Assess Change Management process
Training of Operations team on Process
Documentation related to change management.
Establish and implement operational procedures and run books.
Must be able to participate in an on-call rotation including weekends.
Career Level - IC4
Responsibilities
Incident Manager Responsibilities:
Overseeing the incident management process and team members involved in resolving the incident.
Responding to a reported service incident, assist identifying the cause, and initiating the incident management process.
Prioritizing incidents according to their urgency and influence on the business.
Own the creation of documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures etc.
Collaborating with the operation management team to ensure that all protocols are diligently followed.
Logging all incidents and their resolution to see if there are recurring malfunctions.
Adjusting the incident management process as required to ensure its effectiveness.
Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations
Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends
SLA reporting with SNOW ticketing tool
Maintain and improve the Incident Management process by working with senior management across vast communities of our business
Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
Communicating with upper management if major issues are found in the IT system.
Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes
Perform regular ITIL event planning awareness training for all employees to ensure consistently high levels of compliance with all approved policies and procedures
Bachelor’s degree with 3+ years relevant work experience;
ITIL certification
Experience building a Change management function within a large, 24*7 enterprise environment
Direct experience in managing/ extracting reports of ServiceNow or similar tools within a large enterprise
Experience working with IT systems and software especially with ORACLE database technologies
knowledge of Infra layer of IT.
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
Strong collaboration, influencing skills, and verbal and written communication skills
Strong organizational and time management skills
Ability to work in a demanding environment and handle multiple competing priorities
Ability to work in an office environment and/or remotely as applicable
Excellent written and verbal communication skills.
About Us
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Disclaimer:
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