Incident Manager
Salam Technology
Total des années d'expérience :11 years, 4 Mois
Implemennted the efficiency and effectiveness of the incident management process for FIFA World Cup 2022 QATAR.
Provided management updates, including KPIs and reports
Monitoring the effectiveness of incident management and makes recommendations for improvement.
Design, implemented and managed the Incident Management process including creating and updating all Incident Management documentation.
Develop, Review and Audit the Communication plan & customers’ service continuity plan.
Ensures that all the relevant stakeholders follow the incident management process for every incident.
Coordinates and manages the Incident Management process activities across the organizational environment and with external suppliers to agreed SLAs.
Responsible for the end-to-end process adherence and handling of incidents for FIFA World Cup 2022, according to SLAs
Identifies and manages inter-dependencies across Projects
Oversees management of risks, issues, and changes to projects within their Projects
Maintains a framework and methodology for Project management
Regularly reviews, reallocates, and checks priorities within the Project to align with organizational goals and direction
Provide timely assessment and communication of Project prioritization and performance to key stakeholders
Developed requirements, budgets, and schedules for the software development projects
Facilitated requirements meetings, including the peer review sessions, and status meetings with clients and project team
Established milestones, anticipates issues, and monitors adherence to project scope, requirements and design documents, schedules, and to the software development process
Assume day-to-day responsibility for ensuring that the project is completed on time and within budget, and that all deliverables are of the highest quality
Overseeing the delivery of Software product, provision of services and installation of equipment to ensure customer satisfaction. Monitoring the progress of a project, ensuring that key milestones are reached.
Attending DIC & QBIC incubators Seminars and meetings for company growth and new projects.
Understanding the business processes and requirements from the client and mapping and implementing the same in SAP system
Develop and document software testing plans
Execute, analyze and document results of software application tests and information.
Functionality Testing: Knowledge of and ability to use testing methodologies, processes and tools for testing of functionality, including unit, integration, system, regression and dry run testing.
Project: General Electric, (GE) the company operates through four divisions: Energy, Technology, Aviation, Capital and Consumer and Industrial
Responsibilities
•Program Management Support through the Software Development Life Cycle of on-going projects using PS. Conduct workshops with client team to gather requirements for AS-IS mapping. System Preparation and demonstration of Project Systems overview
• Developed Standard/Template WBS, Networks & Operative Projects for
customer projects, proposals.
•Address Change requests; work on Minor to Major enhancements, Break Fix, New requirement from Business.
•Experience using LSMW, IDOC, CAT and Kronos integration with SAP -PS.
•Workflow related to PS Network Configuration Change Management. Provide solution to the number of Service request, Incident and problem tickets logged by User.
•SAP MRS (Multi-Resource Scheduling) Full lifecycle experience with SAP MRS, experience with MRS 600 system. Hands on understanding of Planning Board, MRS Architecture, Capacity Pots, VSR Optimizer, MRS queues, and other standard MRS features. Good understanding of SAP MRS Process integration touch point with other logistics/Cross functional module like MM, PS and HR.
•Good knowledge of Customer Project (Conceptual knowledge of PS-SD assembly processing, Resource Related Billing, Configuring DIP profile)
•Creating & Implementing Test Scenarios for SAP PS module Documentation of User Manual & User Training for SAP PS & MRS.
•Client interaction for requirement gathering, system study & analysis.
Responsibilities
•Understanding of SAP and proven experience of SAP implementation projects.
•Rejects outright any change request that is completely out of scope or out of policy for Change Management
•Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings
•Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants
•Created project timetables and budget allocation for each product launch.
•Prepared task list for each team member and kept track of their assignments.
•Reported team’s weekly progress to Project Manager.
•Conducted team meetings, wrote minutes and sent minutes to Project Manager.
•Ensures that changes are communicated in a timely and adequate manner
•Create and distribute Change Management reports
•Reviews all implemented changes to ensure that they have been carried out
•Develops performance metrics and processes to provide clear and concise KPI and SLA
Apply a structured methodology and lead change management activities. Assess the change impact. Complete change management assessments. Create change management strategy. Identify, analyze, prepare risk mitigation tactics
Identify and manage anticipated resistance
Consult and coach project teams. Create actionable deliverables for change management: communications plan, sponsor roadmap, coaching plan, training plan, and resistance management plan.
Integrate change management activities into project plan. Evaluate and ensure user readiness. Manage stakeholders Track and report issues. Define and measure success metrics and monitor change progress
Support change management at the organizational level, Enterprise Change Management. Manage the portfolio and change load
To Ensures the service owner of impacted services fully understands and formally accepts all planned implementations and provides guidance on risks associated
Understanding of SAP and proven experience of SAP implementation projects.
Accepts, prioritizes, and categorizes change requests
Rejects outright any change request that is completely out of scope or out of policy for Change Management
Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings
Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants
standard incident management process;
•Resolving incidents within established BPA and service times;
•Investigating and coordinating incident resolution for all escalated incidents;
•Identify correct component teams and engage them for resolution;
•Overseeing all Severity 1, Severity 2 tickets through to resolution including Severity 3 incidents as warranted;
•Overseeing Emergency changes as related to a current service interruption;
•Preparing Post Incident Review documents and attend Problem Management review meetings to ensure determination of Root Cause;
•Providing after hours/on-call Situation Management support. This is a 24-hour, 7-day a week requirement assigned on a rotational basis.
•Escalating or prioritizing service requests which needs urgent attention
Key Projects to Credit:
Customer/User Satisfaction survey (online) Implementation of Weekly Performance Report to internal IT Members.
initial telephone or e-mail inquiries and troubleshooting and managing relatively simple hardware, software or network problems than can be resolved in five minutes or less.
•Recognizing and escalating more difficult problems to Level 2 support.
•Logging call activity.
•Resolving more complex issues requiring detailed systems and applications knowledge. These are issues that have been escalated from Level 1 support and may require five to fifteen minutes to settle.
•Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve.
•Analyzing and identifying trends in issue reporting and devising preventative solutions.
•Mentoring other help desk personnel on hardware and software problem analysis and resolution.
• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts. Conduct readiness assessments; evaluate results and present findings in a logical and easy-to-understand manner.