Process Consulting Executive

Change Manager, Major Incident Management. ITIL certified

Change Management

• Oversee the complete end-to-end lifecycle of all changes.
• Coordinate and facilitate Change Advisory Board (CAB) calls, ensuring adherence to client-specific pre-CAB processes.
• Ensure alignment between change management activities and business continuity, mitigating any potential conflicts.

Major Incident Management and Problem Management

• Manage and oversee Priority 1 (P1) and Priority 2 (P2) incidents, providing regular updates throughout the resolution process.
• Ensure that incidents are resolved within the defined Service Level Agreements (SLA) and escalate in accordance with the established escalation hierarchy.
• Upon resolution of an incident, follow the problem management process by ensuring timely receipt of Root Cause Analysis (RCA) reports and validating them with the appropriate stakeholders.

General Responsibilities

• Compile and prepare CAB agenda, detailed monthly reports on key activities, performance metrics, and incidents.

Required Skills

• Proficiency in Microsoft Excel and PowerPoint.
• Expertise in ITIL (Change, Incident, and Problem Management), spoken and written English.

Years of experience 

• 5-7 years of relevant experience

Change Manager, Major Incident Management. ITIL certified