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Overview

Convene the CAB meetings

Convene Emergency CAB (ECAB)

Manage weekly and monthly Incident review meetings and provide data metrics to Leadership

Own ITIL Incident management – analyse and design service management processes, research and present standard methodologies, and drive for continuous improvements

Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies

Utilize the Incident and Change Management process/system to monitor and track changes

Obtains authorization for submitted change requests from the Incident & Change Authority

Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition

Act as point of contact for all Major Incidents

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
Required Candidate profile

Relevant Experience
Bachelors degree in a technical discipline plus 5-10 years of experience in a Network Operations Centre or Technical Assistance Centre.
Strong analytical, multitasking and prioritization skills
Strong collaboration and partnering skills
Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
Willing to work in Rotational Shifts
ITIL Foundations Certification
Core Competencies
Supports deliverables of change management
Performs Change Administration activities
Interfaces with Field, and Engineering teams
Supports Change Management process awareness and compliance

About Intelliteach Offshore Pvt Ltd

We are a dynamic team, looking to hire vibrant individuals who can help us support the 250+ US law firms that we provide back-office services to. These services range from Database administration, Ebilling management, Virtual receptionists, SQL and Software development.

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