Oracle
Technical Account Representative (TAM) 4
Job Description
Incident Manager Skill Requirements:
- Bachelor's degree in information technology, engineering, or a related field.
- At least three years’ experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL and COBIT.
- Direct experience in managing/ extracting reports of ServiceNow or similar tools within a large enterprise
- Experience working with IT systems and software especially with ORACLE database technologies
- knowledge of Infra layer of IT.
- Excellent Communication skills and ability to collaborate with team members working in 24/7 model.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
Change Manager
These are some of the basic responsibilities of the change manager:
- Review and record requests for change (RFCs)
- Categorize change requests
- Prioritize changes according to business objectives
- Manage the transition of changes from the development team to operations
- Accept or reject RFCs
- Convene the change advisory board (CAB) meetings
- Coordinate the building, testing, and implementation of changes
- Mediate conflicts related to the change where necessary
- Create and circulate the change schedule
- Conduct Post Implementation Reviews (PIRs) after the implementation of changes
- Maintain all change documentation (policies, procedures, templates, etc.)
- Produce management reports
- Reports Change SLA with help of ticketing tool (SNOW)
- Assess Change Management process
- Training of Operations team on Process
- Documentation related to change management.
- Establish and implement operational procedures and run books.
- Must be able to participate in an on-call rotation including weekends.
Career Level - IC4
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