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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

Responsibilities

Incident Manager Responsibilities:

• Overseeing the incident management process and team members involved in resolving the incident.

• Responding to a reported service incident, assist identifying the cause, and initiating the incident management process.

• Prioritizing incidents according to their urgency and influence on the business.

• Own the creation of documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures etc.

• Collaborating with the operation management team to ensure that all protocols are diligently followed.

• Logging all incidents and their resolution to see if there are recurring malfunctions.

• Adjusting the incident management process as required to ensure its effectiveness.

• Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations

• Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends

• SLA reporting with SNOW ticketing tool

• Maintain and improve the Incident Management process by working with senior management across vast communities of our business

• Create and maintain required documentation (policies, standards, baselines, guidelines, and procedures)

• Communicating with upper management if major issues are found in the IT system.

• Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes

• Perform regular ITIL event planning awareness training for all employees to ensure consistently high levels of compliance with all approved policies and procedures

Bachelor’s degree with 3+ years relevant work experience;

ITIL certification

Experience building a Change management function within a large, 24*7 enterprise environment

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.

Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information

Strong collaboration, influencing skills, and verbal and written communication skills

Strong organizational and time management skills

Ability to work in a demanding environment and handle multiple competing priorities

Ability to work in an office environment and/or remotely as applicable

Excellent written and verbal communication skills.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer