Problem Change Manager - Mahé, India - Morgan McKinley

Description

Background / Purpose of Role:

We are seeking a dynamic and experienced Problem and Change Manager to join our growing team. In this role, you will be responsible for efficiently managing and resolving IT issues, as well as overseeing the implementation of changes within our organization. The ideal candidate will possess a strong background in ITIL practices, problem-solving skills, and change management methodologies.

Key responsibilities:

Problem Management:

• Identify and analyse IT issues, incidents, and disruptions.

• Develop effective solutions and preventive measures to address

recurring problems.

• Collaborate with cross-functional teams to implement corrective

actions promptly.

Change Management:

• Evaluate and assess proposed changes to IT systems and

infrastructure.

• Develop comprehensive change plans, including risk assessments and

communication strategies.

• Ensure smooth implementation of changes, minimizing impact on

business operations.

Documentation and Reporting:

• Maintain accurate records of problems and changes, including

documentation of resolutions and outcomes.

• Generate regular reports to communicate the status of problem

resolution and change implementation.

Collaboration:

• Work closely with IT teams, stakeholders, and business units to

understand their needs and concerns.

• Facilitate communication between various departments during the

change process including communication changes to the business.

Continuous Improvement:

• Proactively identify opportunities for process improvements in problem

and change management.

• Maintain an awareness of industry best practices and trends to

enhance operational efficiency.

Key Requirements of this role:

Experience

• Minimum of 3 years' experience in problem management and change

management roles.

• Demonstrated success in implementing effective problem resolution

strategies.

• Proven track record of overseeing and executing successful changes in

IT environments.

• Familiarity with industry best practices and trends in IT service

management.

• Confident in dealing with all levels within an organisation.

• Experience working in an multi-vendor outsourced environment

• Experience of working in a complex IT delivery environment and at

ease with troubleshooting difficult situations and prioritising resolution.

• An excellent organiser with attention to detail and determination to

succeed.

• Desire for professional excellence.

Skills

• Excellent verbal and written communication skills to convey technical

information clearly to both technical and non-technical stakeholders.

• Strong collaborative skills to work with cross-functional teams,

stakeholders, and vendors.

• Strong documentation skills to maintain accurate records of problems,

solutions, and change processes.

• Ability to make informed decisions quickly, especially during critical

problem situations.

• Strong understanding and practical application of ITIL principles,

particularly in problem and change management processes.

• Solid understanding of IT systems, networks, and infrastructure to

assess the impact of changes and troubleshoot problems.

• Ability to assess and manage risks associated with changes, ensuring

minimal disruption to operations.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.

• Proven experience in ITIL practices, problem management, and change

management.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal abilities.

• Project management experience is a plus.