Continuous Improvement Manager

JOB DESCRIPTION Continuous Improvement Manager (Incident and Problem Management)– Business Systems II-

LEVEL 3

Key Accountabilities:

• Prevents the replication of issues across multiple systems
• Monitors the effectiveness of error control and make recommendations for improvements
• End-to-end Incident life cycle management
• Effectively drive to ensure KPIs are met
• Managing problems from logging, categorizing, diagnosis, conducting RCA and escalation through to resolution
• Primary objective being to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented
• Drive effective problem analysis to find Root cause, Corrective and Preventive Actions
• Keep a track of open Incidents to ensure SLAs are not breached
• Following target time/date for providing RCA and proper resolution for the problems
• Ensuring the Incidents are well documented and identify any area of improvement
• Ensuring the quality of workaround for effectively managing the problems
• Produces ITSM Management reports and management information
• Performing trend analysis to identify areas of improvement and following up to implement it
• Good understanding of entire ITSM process and ITIL framework.

Key Skills:

• Strong presentation and communication skills
• Self-directed with ability to take initiatives
• Ability to effectively liaise with peers and Management
• Be an effective decision maker using sound judgment with available information
• Able to contribute and work effectively within a team environment
• Excellent in Microsoft Office - Word, Excel, PowerPoint.

Required:

• Shows flexibility/ownership and works under pressure situation
• Ability to work within challenging environment with tight delivery timelines
• Should be open to work 24/7
• Understanding of the Business situation and capability to address issues
• ITIL V3/ V4 foundation trained
• Strong demonstrated Analytical skills
• Interpersonal skills
• Organizational skills.