Job Description

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1.Train the Change and Release Management staff in adopting formal methods in assessing the impact of proposed changes. This may require creation of additional templates that help in thorough assessment of risks and impacts from the proposed changes

1. Instill the discipline of formal planning for the Change and Release activities
2. Periodically analyze the change prioritization logic configured in the tool, in comparison to the changing requirements of the customer
3. Periodically analyze the ‘Urgent’ (Emergency), ‘Expedited’ and ‘Latent’ changes to identify and investigate any possible misuse of these change categories
4. Continually educate the Change Manager and Change Approvers in various technology domains on the criterion they should use/follow in order to approve requested changes
5. Drive the mandate for all changes to be adequately tested (except for ‘Standard’ and where required, ‘Urgent’) Changes
6. Through the Change Manager, drive the discipline of updating CMDB through the Change Process
7. Periodically audit the Change Records to insure that the changes were sufficiently controlled, assessed, planned, approved and executed
8. Analyze and improve the ‘Change Templates’ or ‘Change Models’ and their respective workflows in the tools, in order to drive the effectiveness and efficiency of the Change Management Process
9. Insure that there is adequate information, guidance, training and focus on optimizing the downtime by grouping the non-urgent changes into bundles of releases that can be released together 11. Provide practical means of maintaining the Definitive Media Library to house the controlled, officially provisioned, ready to use, licensed applications, software images and their source code along with the documentation

Skill Requirements

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Other Requirements

1. Encourage other Process Owners to follow the formal Change Control procedures while managing the augmentation and improvements in their respective processes and supporting tools 13. Periodically analyze the changes that were closed as ‘Failed Changes’, to investigate and address any process design or process compliance issues 14. Acquire complete understanding of the Change Management Process as designed or transitioned by the Process Transition consultant from CFS Process Consulting group
2. Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
3. Follow formal version and change control methods as agreed with the customer representatives
4. Host the read-only versions of the released documentation at the designated secure, backed up and access controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
5. Simplify process documentation in order to make it easily understandable for operations staff at the point of use
6. Identify and suggest changes to the ‘Foundation data’ in the tools
7. Analyze and suggest tool customizations in the interest of process workflow optimization 21. Work with the tools teams to standardize reports
8. Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation 23. Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
9. Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
10. Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
11. Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
12. Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
13. Receive, analyze and incorporate feedback from customers that suggest improvements
14. Align the Process to the standards and methods as per the Service Management Practice issued from the CFS Process Consulting group 30. Communicate to the resolving groups, the importance of specific process activities