Incident & Change Mgmt Manager 206 views

Job Description:
The Incident and Change Management (ICM) Manager leads the efforts of the ICM team. This team provides 24x7x365 support for the Consumer Client Services contact center environments, providing cross-channel and cross-functional support during real time technical events. This team also provides proactive monitoring support to Change Management events that could potentially impact supported contact centers or applications.

Pro-active Change Mgmt, Approval and Control

  • Review proposed application / infrastructure changes
  • Participate in Tech Review Board (TRB) meetings
  • Attend project review meetings to understand scope, impact, timeframes
  • Serve as liaison for LOB to negotiate timing, alternate staffing
  • Communicate outages, expected impacts, work arounds , etc. •

Real Time Incident Management

  • Quantify the event (size, impact, severity, etc.)
  • Resource engagement
  • Calculate the impact (FCI, PHL, run-rate)
  • Overall event management / coordination with Console regarding plays.
  • Site feedback ( agent/ customer experience, error messages, etc.)
  • Determine communication protocol

Incident Response coordination and

Communication Follow-up

  • Monitor remediation activities, (code fix, etc.)
  • Coordinate / manage reconvenes
  • Event Communications
  • Reporting (sync with Stability, LOB, etc.)

Shift: 1st shift (United States of America)

Hours Per Week: 40

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