This role will be to provide Service Governance support and assist in the successful delivery of Projects by coordinating specific activities, which could include but not be limited to, Critical Incident Management, PIR and closure, Scheduling and running CAB meetings and publishing reports, document management, Project level critical data tracking and Project status reporting.
Prepare for CAB meetings and run CAB in senior customer stake holders presence, ensuring right levels of review and approval, and publish reports on changes planned as well as changes completed along with status.
Be available on call to support Critical Incidents in the capacity of Critical Incident Manager.
Schedule the bridge and send invite to all agreed stakeholders in the event of a critical incident.
Collect all relevant details of the incident on the bridge, follow up regularly to ensure traction from the relevant teams to lead to a quick resolution, publish reports to Customer's senior stakeholders regularly on the status and next steps until stability is verified.
Conduct PIR meetings and track action items to closure.
Support in Problem management by chasing the right teams to ensure root cause identification for all P1 and P2 incidents.
Conduct Audits on Service Now and Documentation Repository regularly to ensure adherence to agreed processes.
Support in gathering SLAs and publishing the reports weekly.
Supports the analysis of risks and maintains the Risk Log, as well as the Project change management process.
Track technical debt and present to customer and support in arriving at next steps.
What you Bring:
Experience(6-8 years).
Bachelor's degree in Engineering.
Experience in Critical Incident Management.
Proven experience as a Project Manager.
Experience in Retail/Ecommerce domain.
Excellent communication and interpersonal skills.
Problem-solving and critical-thinking skills.
Familiarity with Excel advanced features, Service Delivery tools like Service Now is a plus.
