Incident/problem/Change Manager

Personal summary

Change Management Leads the CAB on changes Produce reports on changes to be validated/validated Follows up on the implementation of changes Management of urgent eCab changes Closes changes, tracks rollbacks and failures Organize roadmap for Infra-Days Organize the monthly MEP roadmap Participate in the definition of the ITSM tool evolutions Report to the IT department on major elements Incident Management Management of major incidents, Coordination, communicate on incident resolution progress, Escalate critical incident within the service and toward third-party provider, Post Mortem writing, SLA monitoring, KPI, Implementation and monitoring of operational processes Problem Management Opens and tracks problem analysis tasks Follow up with experts on issues that major or critical Leads problem committees with the various domain managers and PO's Leads the operational crisis cells and coordinates the participants in major incidents Establish periodic reports on the treatment of incidents (causes/impacts/recurrences) Create Post mortems and the REX Participates in the definition of the ITSM tool evolutions Organizes and coordinate security incidents Participates in monthly business production committees

Skills

IT service management (ITSM),19 Service management19 Change management15 Incident management19 Continuous Delivery (CDE)15 24/7 Support19 2nd & 3rd level support15