Scope of Services / Deliverables

• Coordinate problem management activity for central infrastructure operations.
  Provide and present to periodic reports and presentations.
• Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective.
• Ability to track tasks, make assignments, effectively delegate and deliver on commitment dates.
• Ensuring that the standard process is adopted and adhered to.
• Recommend, review and provide input for any changes required to the existing Change Management Policy.
• Change plan is complete and thorough, reviewed and challenged by respective experts thoroughly.
• Ensuring, quality review of the change along with presenting change over the CAB & change validation meeting.
• Ensuring, safeguarding the production environment by coordinating with implementor & validators.
• Ensuring the Change goes through the complete lifecycle of the Change Request procedure.
• Whenever applicable, ensure change plan is validated by respective partner s experts.
• Business impact is understood clearly planned downtime, and unplanned downtime if the change implementation goes wrong.
• Change risk is properly assessed from end to end service point of view as well as business impact perspective.
• Responsible to coordinate with cross functional units such as compute, storage & back up units as & when needed.
• Working Along with line of business to address if any queries.

Skills - (Minimum IT Experience 2-4 year)

• Prior experience in supporting Problem and Change Enablement from an ITIL perspective.
• Strong data analysis and metric driven reporting understanding / experience
• Excellent communication, follow-up, and documentation skills.
• Familiarity with SaaS Cloud applications and networking concepts
• Strong interpersonal skills that establish and sustain close working relationships with functional teams and subject matter experts as well as IT technical and support personnel.
• Ability to time manage and juggle a variety of short and long term responsibilities.
• Preferred experience with ServiceNow
• Preferred experience building and distributing dashboards and/or reports in both a static and dynamic fashion.
• Good organisational skills plus the ability to motivate people across the organisation to provides solutions.
• Decision maker with an operational outlook
• EU/NATO citizenship only