MIM, Problem, Change Management -Senior Engineer Service Management

Key Responsibilities

• Provides higher level support for MIM or senior level service coordination within an assigned client base as described below. Major Incident Management • Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients. • Leads quality assurance initiatives and drives major incident process improvements. • Provides training sessions to elevate the skills and proficiencies of the entire team. • Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment. • Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution. Service Coordination / Management • Performs routine service management duties, including: o Monitoring Changes for completeness for internal support, o Performing post implementation reviews, o Reviewing and documenting RCA details for Internal support and o Performing Standard Change catalogue, problem trending, and Service Request catalogue analysis. • Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners. • Maintains high standards in written and spoken communication and during formal presentations. • Generates and reports on progress against continuous service improvement initiatives. • Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these. • Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily. • Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.
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