Global IPCM Specialist

Position Higlights

The main purpose of the Global IPCM Specialist is to make sure that Incident, Problem and Change management processes are executed in an effectively and efficiently way to serve the business. 

The IPCM is responsible for planning and coordinating all the activities required to perform, monitor, and report on the processes at a high level of quality, while constantly focusing on process and IT operations improvements, applying ITIL framework.
    
Main Responsibilities:

Incident Management: 85 %

•    Manages all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions 
•    Ensure that Incidents assigned to their Support Groups are resolved and that service is restored 
•    Ensures delivery teams are adhering to all KPIs through quality and reporting checks 
•    Manages any escalations or queries on the Incident/Major incident process 
•    High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents 
•    Ensures creation and coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool 
•    Communicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysis. 
•    Develop training presentations and deliver information to wide ranging audiences 

Change Management: 15 %
 
•    Leading change management work streams with a structured methodology / process. 
•    Planning and managing support for change management tools and processes 
•    Maintaining the change schedule 
•    Coordinating interfaces between change management and other processes 
•    Work closely with other internal and external teams (Vendors) 
•    Reviewing specific categories of RFC 
•    Providing coaching and training to employees at all levels. 
•    Produce reports on CHGM performance with deep dive analysis (success, failures, opportunities for improvement)
    
Required skills:
    
•    IT Process Optimization experience.
•    Deep knowledge and understanding of IT operational technologies, including servers, routers, switches, and operating systems, Amazon and Microsoft cloud environment, etc. 
•    Basic knowledge in at least two of the following IT areas:
Application Management & IT Infrastructure: IT Networking, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, Security Operations or DevOps.
•    Escalation & Stakeholder management.
•    ITIL v3 or 4 certified (Advanced/Expert) is nice to have.
•    Excellent verbal and written English skills

Required experience:

•    Incident Lifecycle Coordinator experience.
•    Minimum 2-3 years of experience in Service Management - Major Incident Management, Problem Management or Change Management role. 
•    Minimum 2-3 years in ITIL process driven organization
•    Excellent working knowledge of Incident, Problem and Change Management principles, techniques & tools.