Job Description

About the Role

The Role: We\xe2\x80\x99re looking for a highly motivated individual who will work as an Incident, Change & Problem Management Lead in a 24x7 environment. The ideal candidate will need to work in rotational shift. They must possess excellent communication and coordination skills with both technical and non-technical individuals alike. The role is based in our Mumbai office. 8+ years of Incident, Change & Problem Management experience.

Skill Requirements

8+ Years of experience in Major Incident, Problem & Change Management responsibilities.

Excellent English communication skills and should have experience in international technical processes.

Sound understanding and experience on IT Service Management, like Incident, Problem, Change Management & Continual Service Improvements.

IT Change Management experience required (Understanding enterprise level platforms)

Ability to facilitate conversations and collaboration with large groups of stake holders.

Ability to translate technical context into business terms

Ability to govern Major Incident, Problem & Change Management process

Experience in preparation of reports to measure Service Quality, Service Efficiency, Service Effectiveness & Service Delivery. Prepare statistical reports based on the Key Performance Indicators and defined Metrics

Experience in generating & automating reports & performing trend analysis.

Team handling experience for Monitoring, Incident, Change & Problem Management

Excellent Communication skills

Responsibilities:

Oversighting the team to ensure Change, Incident & Problem procedures are adhered.

Manage the lifecycle of all major incidents, changes & problems

Responsible for delivering and managing effective change management programs for organizational changes

Monitor and track changes. Review, assess, approve Change requests as part of CAB

Chair CAB meetings. Prepare agenda & MOM for CAB meetings

Maintain Change management procedures, policies & controls

Participate and conduct bridge calls for Change Migration activity.

Ability to review all planned changes and hygiene of the tickets.

Perform Risk & Impact assessment.

Conduct Change post review\xe2\x80\x99s

Work towards Change Mgmt report to perform gap analysis and work towards improvements

Work towards reducing Major incidents caused due to changes

Work on daily Major Incidents as an Incident Commander.

Act as an Escalation Manager for all Major/High severity (P1/P2/P3) incidents.

Preparing Monthly KPI and SLA reports, working with various departments across the globe.

Active participation in all Incident Audits.

Active participation in all Major Incident Calls, actions & next steps

Governance - Ensure SOP\xe2\x80\x99s are followed and measure team performance. Ensure the team follows the Incident handling practices being implemented

Classification of Incidents according to defined priorities and create incident tickets.

Quick creation of Incidents and set up channels for all affected stake holders.

Ensure all required stake holders have joined the incident bridge.

Escalate in time to the right stake holders.

Create an incident action plan and coordinate the same with stake holders.

Timelines preparation - Ensure accurate timelines are recorded & documented on each incident timely.

Work towards continual process improvements to eliminate gaps.

Produce a weekly RCA report Track any/all process breaches.

Conducting Post incident reviews and weekly status reviews

Drives improvements within Incident Management process

Works towards RCA follow-up\xe2\x80\x99s & closures.

Conducts weekly status reviews, Incident ticket quality checks

Train team members on the incident action plan.

Making a step-by-step action plan and do the necessary follow up accordingly.

Identifying which team members are needed for the ongoing incident

based on safety and company needs

Communicating the plan to team members

Keep teams calm and focused

Review Incident and have continuous improvement to have a better MTTA and MTTR.

Good understanding and experience of IT technologies-Network, Data Center, Cloud, End User Computing. Application Management practices.

Enthusiasm to learn new technologies, make new contacts and influence the way IT operates

Ability to build strong relationships with key stake holders.

Ability to think critically and understand the dependencies in connected systems.

Ability to work effectively, efficiently and independently / with minimal supervision.

Passion for solving operational and business problems.

Exposure to large enterprise monitoring in a multi-location environment.

Willing to work in a 24x7 environment.

Advantageous

Good understanding of IT infrastructure in an Enterprise Environment

ITIL V3/V4 certified and Intermediate

Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution.

Morningstar is an equal opportunity employer!

I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity

Morningstar\xe2\x80\x99s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We\xe2\x80\x99ve found that we\xe2\x80\x99re at our best when we\xe2\x80\x99re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you\xe2\x80\x99ll have tools and resources to engage meaningfully with your global colleagues.

Morningstar