Incident & Change Manager Barcelona

Descripción de la oferta

Duración de la oferta: hasta el 31/03/2023.

Funciones

International retail company located in Barcelona is looking for an Incident & Change Manager.


Descripción de la oferta

* Responsible for management of incidents from start to finish ensuring all issues are resolved as quickly as possible.
 * Manage incidents liaising and coordinating with all relevant IT personnel and relevant stakeholders.
 * Update incident tickets with all details such as underlying issues, business impact, cause, and timeline etc.
 * Escalate incidents to management where necessary and provide real-time updates where required.
 * Create problem management tickets following incidents, ensuring all details are up to date, workarounds/solutions are available and timeline for resolution.
 * Manage the lifecycle of problem tickets highlighting issues or upcoming due dates.
 * Make sure all known errors/issues are up to date in ITSM tools.
 * Handle Post Incident Reviews where required, working with technical teams to improve future service.
 * Facilitate change management across the IT organization
 * Review change and liaise with teams to ensure changes meet governance and processes are followed.
 * Chair CCB meetings to ensure all stakeholders are informed and can make decisions on approval/rejections.
 * Provide change reports to relevant IT teams so all are aware of upcoming/previous changes.
 * Work with the management team to review and improve processes continuously.
 * Maintaining appropriate and accurate templates, processes and documentation.


Perfil del candidato

* Experience and a strong understanding of ITIL processes.
 * Good knowledge of IT infrastructure and systems.
 * Service Desk experience.
 * Excellent communication skills, able to communicate with all technical abilities.
 * Team player but also be able to work on own initiative.
 * Effective approach to workload management and able to hold people to delivery.
 * Ability to enforce Change, Problem, and Incident management processes.
 * Willing to travel internationally depending on business demands.
 * Proven track record in a similar role - minimum of 3 years' experience.
 * Experience of managing major incidents.
 * Experience managing the change life cycle process within a large organization.
 * Microsoft Qualifications desirable.
 * ITIL v4 Foundation - minimum required.
 * .Additional Language skills desirable but not essential


Oferta de empleo

Oportunidades de carrera y desarrollo profesional.

 

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Requisitos

International retail company located in Barcelona is looking for an Incident & Change Manager.