Job Summary

Review Change Requests and complete Quality Review checklists. Verify all documentation, implementation steps, risk analysis, and testing results. Identify issues, communicate with Change Owners, and track updates. Close CTASKs for changes that pass quality review; escalate or follow process for failed changes. Maintain records and notes in the ITSM system for auditing purposes. Monitoring Progress: Track the progress of changes, identify potential issues, and mitigate risks to ensure successful implementation. • Strong communication and interpersonal skills to engage stakeholders. Ability to analyze and assess changes impacts on the organization. Experience in project management and change management methodologies. Certification such as ITIL, Change Management can enhance qualifications.

Key Responsibilities

1. To ensure that calls/ chats are addressed within agreed SLAs
2. To maintain attendance, leave reports , breaks & shift rosters
3. To perform adhoc analyses, SIP activities and infrastructure management
4. To resolve escalations in a timely manner adhering to the process and quality compliance
5. To ensure positive customer satisfaction and feedback
6. To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities

Skill Requirements

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Other Requirements

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