Problem Manager

CrimsonLogic

Bengaluru

On-site

INR 1,800,000 - 2,500,000

Full time

14 days+

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Job summary

A leading IT services provider in Bengaluru is seeking an experienced Operational Change Manager / Problem Manager. This essential role involves overseeing IT changes, managing problem resolution, and collaborating with stakeholders to drive IT service improvements. Candidates should have a strong background in change management and problem management, with 10+ years of experience. Fluency in English and Dutch is required, along with a relevant degree. Join us to enhance our IT organization's efficiency and service quality.

Qualifications

10+ years of experience required.
Operational follow-up of IT changes and problem management.
Set up, manage and report on KPIs.

Responsibilities

Coordinate operational change management process.
Work with the IT Change Advisory Board and business CAB.
Monitor implementation and ensure compliance with change management procedures.

Skills

Change Management

Problem Management

ITIL

Business Process Modeling (BPMN2.0)

Fluent in English

Fluent in Dutch

Education

Bachelor's/Master's degree in Management, Computer Science, or Economics

Tools

Microsoft Office Suite

ServiceNow

Job description

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The Change and Problem Manager is responsible for the operational follow-up of the changes in Production and the development and management of the problem Management. The Change/Problem manager gives direction to the strategy to be followed regarding the implementation of IT changes and you are the facilitator and coordinator of the entire Operational Change Management Process.

Definition:

We are looking for an Operational Change Manager / Problem Manager to strengthen our IT organization.

You are responsible for the operational follow-up of changes in Production and the development and management of problem Management. You will give direction to the strategy to be followed regarding the implementation of IT changes and you will be the facilitator and coordinator of the entire Operational Change Management Process.

You will work closely with the IT Change Advisory Board (CAB) members and you will be responsible for setting up the IT & Business CAB in close cooperation with the Operational Management.

10+ Years of Experience.

Chairman and coordinator of the IT CAB and the Business CAB

Monitoring the standardization and quality requirements for the implementation of an IT change

Guiding / Assisting the Change Owners during before/during/after implementing a change in collaboration with the change owner & executive teams.

Setting up necessary KPIs and statistics (e.g. % successful / unsuccessful installed changes) as a tool for continuous efficiency and quality improvement.

Reporting the KPIs to the IT management.

Invitation and selection of the Business CAB participants

Administrative follow-up of the business CAB.

Follow up on the implementation of the change (PIR – Post Implementation Review)

He/she is responsible for setting up the IT & Business CAB

He/she selects all stakeholders, involved in the change to be implemented

He/she formulates the advice and ensures that it is followed

He/she ensures that the change owner is informed of the CAB recommendations and follows up on them.

Setting up / handling Emergency changes / CAB:

He/she ensures that, if an urgent change needs to be carried out, the necessary processes are followed.

He/she ensures that all administration in this regard is handled correctly post-factum

Day-to-day coordination and follow-up of registered IT problems

Bringing together the various stakeholders and drawing up the prioritization, action plan and associated solutions

Evaluation of the detected root causes, known errors and communication of the "lessons learned"

Developing recommendations to improve the IT service. To this end, you work closely with the technical teams of IT and with the problem owners

Evaluation of the efficiency of implemented solutions

Inventory and documentation based on a problem inventory (frequency, priority, impact, target, ...)

Monitoring of correct documentation of the problems and their solution in the KEDB (Known error Data Base)

Drawing up KPIs and reporting to IT management.

He/she further develops the Change & Problem management within the IT organization in collaboration with the IT service delivery team and reports directly to Head of IT.

We are looking for:

Preferably a bachelor's/master's degree (management, computer science, economics).
General basic knowledge of IT systems and IT architecture
Knowledge of the Microsoft Office Suite
Knowledge of Business Process Modeling (BPMN2.0)
Practical application and in-depth knowledge of ITIL – preferred: ITIL certificate
Experience with ServiceNow is a plus
Fluent in Dutch – English

Seniority level