I
IDESLABS PRIVATE LIMITED
Change Manager
3 years ago
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Important information
Contract type:
Permanent
Location:
Bengaluru, Karnataka, India
Work mode:
Onsite
Published on:
14 October 2026
What they need
- Incident Management: Co-ordinate with Service Desk and Incident management team in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate with Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
- Problem Management: Manage Problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
- Root Cause Analysis & Post Mortem reviews: Chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.
- Reporting: Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with internal support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
- Communication: Deliver & manage high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input.
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