Senior IT Process Manager
- Encore Capital Group
- 6 - 10 years
- Noida, Gurugram
- 4 months ago
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Job Description
- Responsible for driving, managing, and coordinating the response to all major incidents including escalation, follow through, dissemination of workarounds or resolution advice and closure.
- Responsible for timely, clear, accurate and punctual communications to stakeholders and customers.
- Driving the efficiency and effectiveness of the incident management process.
- Ensuring that all IT teams follow the incident management process for every incident.
- Responsible for chairing and driving major incident management bridges to reduce MTTR (Mean Time to Repair).
- Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
- Acting as process owner of incident management and liaison with other service management processes.
- Maintain and improve the Incident Management process by working with senior management across vast communities of our business.
- Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)
- Gathers, consolidates, and refines data to publish executive, operational, and management level reporting and analysis.
- Drive improvements to ensure that lessons are learned from incidents and that any work required to prevent a future reoccurrence.
- Plans and manages support for request fulfillment tools and processes.
- Manage, coordinate, track, and report on service request and service catalogue management activities.
- Monitoring and reporting the agreed Key Performance Indicators (KPI) corresponding to the compliance with customer and management.
- Responsible for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
Job Classification
Industry: Management ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: Encore Capital GroupLocation(s): Noida, Gurugram+ View Contact
Keyskills: IT services Service management Change management Process improvement Analytical Consulting Incident management Scheduling ITIL Monitoring
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