Assistant Manager Incident Management

Deutsche Telekom Digital Labs; Gurugram District; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a dynamic and innovative team at a leading digital solutions provider! This role focuses on enhancing IT service management through effective incident, problem, and change management. You will coordinate with IT teams to troubleshoot issues, analyze root causes, and implement corrective actions. Your expertise will help improve service quality and foster a culture of continuous improvement. Collaborate with cross-functional teams to ensure all changes are well-planned and documented, while developing insightful reports to track performance metrics. This is an exciting opportunity to make a significant impact in a forward-thinking organization.

Qualifications

• Experience in managing incidents and problems in IT environments.
• Strong skills in change management processes and documentation.

Responsibilities

• Coordinate with IT teams to troubleshoot incidents and communicate updates.
• Oversee change management processes and develop performance reports.

Skills

Incident Management

Problem Management

Change Management

Stakeholder Communication

Continuous Improvement

Tools

Jira

Snow

Dynatrace

OpenSearch

Grafana

Job description

• Coordinate with IT teams to troubleshoot incidents, minimizing business impact, and communicate updates to stakeholders.
• Identify and analyze root causes of incidents to prevent future occurrences and enhance service quality.
• Facilitate investigations, document findings, and implement corrective actions.
• Oversee the change management process, ensuring all changes are planned, assessed, approved, and documented, including post-implementation reviews.
• Coordinate with teams to evaluate risks and impacts of changes on IT services.
• Develop and maintain reports and dashboards to track performance metrics for incident, problem, and change management and fulfil reporting requirements for CIO
• Proactively enhance incident, problem, and change management processes, tools, and methodologies.
• Foster a culture of continuous improvement by encouraging feedback and adopting best practices.
• Familiarity with ITSM and monitoring tools such as Snow, Jira, Dynatrace, OpenSearch, and Grafana.