HCLTech
Location
Noida | India
Job description
Job Description (Posting).
CHANGE & RELEASE MANAGER1. All responsibilities of the Change Manager/Analyst/Coordinator role (Because for small size operations, the Change and Release Manager role may be executed by just one person, who shall act in capacity of both: The Change Manager as well as the coordinator)2. Insure that Impact Assessment of the changes is carried out keeping all possible impact scenarios in mind. Example: Technical, Non-Technical, Down time requirements, People and Skills, Cost, People, legal requirements to name a few3. Insure that Projects that modify infrastructure components follow formal Change Management procedures4. Insure that the most updated procedures are available and socialized with the Technology Tracks and approvers5. Identify right composition of the CAB meetings to discuss and evaluate/approve the variety of changes6. Identify any Process Compliance issues and escalate them using appropriate organization hierarchy in the OMCs7. Convene and chair the CAB (and on need basis, the Emergency Committee) meetings at correct frequency in order to facilitate a reasonable time scale for approval/rejection of the proposed changes8. Approve Standard Changes9. Identify the RFCs that may in future become Standard Changes and initiate actions to create such Standard Change Models/Service Requests10. Identify any Known Errors from the Go/No-go decisions on Changes and pass that information to the Problem Manager and KEDB Administrator (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech No. of Positions 2 Skill (Primary) CFS-SERVICENOW-OPERATIONS CONSULTANT Auto req ID 1330410BRJob tags
Salary
