Change and Problem Manager

20 hours ago

Montréal, Canada Aversan Full time

Change & Problem Manager

Key Responsibilities
- Evaluates all CRQs to determine the impact on business processes and IT services, and to assess whether the change will adversely affect the operational environment and introduce unacceptable risk.
- Chairs the Change Advisory Board (CAB) and the Post Implementation Review (PIR) and ensures the information needed to evaluate changes is available and issues the annual Change Calendar.
- Ensures that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner. Coordinates communication plans as required by specific CRQs.
- Manages emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change.
- Configuration Management - ensures all CI changes are reflected in the CMDB.
- Drives root cause diagnosis and build trusted relationships with the IT organization and functions outside of IT to ensure strong problem management best practices
- Manages the lifecycle of all problems: Chairs the RCA Post-Mortem review calls, documentation of root cause investigation; ensuring response to action items are meeting SLAs and reports on KPIs and process performance
- Responsible for the Continual Improvement of the Change & Problem Management Processes
- Accountable for ensuring enterprise-wide adherence to the Change & Problem management policy and procedures
- Ensure audit readiness and compliance Knowledge & Skills
- Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals. Generate regular reports, analyze and identify trends for process improvement as required
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive progress in a high-pressure, dynamic, real-time environment.
- Ability to handle conflict/difficult situations in a fast-paced dynamic environment, timely delivery and maintain a methodical and calm approach while working under stressful situations. Proven ability to perform and manage priorities within a consistent high-pressure, complex environment.
- Ability to hold technical discussions with customer and internal teams, briefing sessions and phone conferences. Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management.
- Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service Experience

Qualification:

- 5+ years IT Operations experience in large scale, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies with B. Tech./B.E. degree in Electronics & Telecomm or Computer Science with a minimum of 3 years of Change or Problem Manager experience.
- Experience with ITSM tools and demonstrated understanding of ITIL methodologies, ITIL v3 or v4 certification
- Change and/or Problem Management professional with experience with Hybrid Cloud and public cloud providers AWS, GCP or Azure and Disaster Recovery
- Experience with the definition, training, implementation, continuous improvement, and ongoing mentorship of ITIL best practices
- Familiar with controls and audit compliance/SOX.

  • Change & Problem Manager (Flex/hybrid Options)

    4 days ago

    Montréal, Canada SITA Full time

    Change & Problem Manager (Flex/Hybrid Options)-35247 **Profession** Service Transition **Work Location** Americas-Canada-MONTREAL **Schedule** Full-time Description **Reporting to the Manager, Service Management, the Change & Problem Manager** will manage the day-to-day operational Change & Problem management processes to ensure proper...

  • Incident and Problem Manager

    2 weeks ago

    Montréal, Canada FOCUS DIGITAL TECHNOLOGY GROUP Full time

    **Company background** Focus Computer Pte Ltd has been operating since 1989 in Singapore, and is an established leader in the IT hardware and software fulfilment space in Singapore. We have provided a stable environment for our employees since our inception and we believe in taking care of our employees through thick and thin. In 2020, a new management team...

  • IT Problem Coordinator

    2 weeks ago

    Montréal, Canada NOVIPRO Full time

    NOVIPRO is supporting a major organization in the manufacturing sector in the search for an **ITSM Problem Coordinator** for a high-impact contractual mandate. The company operates globally across multiple sites, with a complex IT environment that includes large-scale SAP systems. **Key Terms and Work Conditions**: - **Job Type**: Contract - **Duration**:...

  • Major Incident

    21 hours ago

    Montréal, Canada Light & Wonder Full time

    iGaming: If it’s iGaming, we know a thing or two. At Light & Wonder, It’s all about the games, and our digital team leads the global iGaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers. Position Summary The Incident & Problem Manager is responsible for driving the major...

  • Change Management

    1 week ago

    Montréal, Canada Excelgens Full time

    _**Sr Business Analyst - Change Management / Change Catalyst**_ We are looking for a Senior Business Analyst with at least 8 years experience in project management, who is _**bilingual**_, and has strong interpersonal skills. This temporary position (6 months) involves managing minor technology requests and projects for the Business Platforms team, that...

  • Change Manager

    4 days ago

    Montréal, Canada Siemens Full time

    **Siemens Mobility** Siemens Mobility is the global market leader for mobility solutions that enable the efficient, safe and ecofriendly transport of people and goods - and help improve the quality of everyday life for millions of people around the globe. Our range of offerings includes rail vehicles, rail automation, road traffic management systems and...

  • Change Manager

    4 days ago

    Montréal, Canada C.G.I. Full time

    **Change Management Analyst** **Department**: IT Risk and Production **Overview**: As a Change Management Analyst, you will play a key role in ensuring the smooth operation and continuous improvement of IT services. Your responsibilities will include supporting various ITIL-based processes, coordinating project activities, and monitoring service...

  • Change Management Consultant

    6 days ago

    Montréal, Canada Alithya Full time

    **Change Management Consultant** **:montreal **Montreal, Quebec, Canada****: Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team. At the heart of Alithya’s values is the well-being of our...

  • Change Management Consultant

    2 weeks ago

    Montréal, Canada Insight Enterprises Full time

    **Requisition Number**:97314** Bilingual Senior Change Management Consultant (Microsoft) **About Us**: Insight Canada is building the best professional services practise in the country, and we need our rockstar consultant of the future. Could it be you? Here’s a little about us, before we dive into the specifics of the role and the person we’re...

  • Technical Change Management Specialist

    6 days ago

    Montréal, Canada Shaw Communications Full time

    A little about us What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our...