Purpose and scope:we are seeking an experienced and proactive incident, problem & change enablement specialist to join our team.
as the incident, problem & change enablement specialist you will be responsible for managing the incident, problem, and change management processes on a global scale, ensuring a "follow-the-sun" model is effectively and efficiently implemented in close partnership with your peers in other regions.you will play a key role in enabling the pods and value teams to take full accountability for managing incidents, identification and resolution of problems, and the successful implementation of changes.you will also support major incidents, ensure the appropriate skills and capabilities from across digitalx, astellas and our partners are being harnessed to accelerate the timely conclusion of major incidents and oversee the timely and effective communications to key stakeholders.the ideal candidate will have a strong background in it service management, incident management, problem management, change management, and leadership.responsibilities and accountabilities:support the development and implementation of a global incident, problem, and change management strategy and framework.manage the incident, problem, and change management processes, ensuring adherence to established policies, procedures, and best practices.upskill and oversee high standards from pod and value team teams in handling incident, problem, and change management, providing guidance, support, and coaching.collaborate with cross-functional teams to establish and maintain effective incident, problem, and change management workflows and communication channels.monitor and analyze incident, problem, and change management metrics to identify trends, areas for improvement, and opportunities for service optimization.drive continuous improvement initiatives to enhance the efficiency and effectiveness of incident, problem, and change management processes.ensure timely and accurate communication and escalation of incidents, problems, and changes to stakeholders, including senior management.collaborate with pods, value teams and other stakeholders to prioritize and coordinate the resolution of incidents and the implementation of changes.conduct root cause analysis and problem investigations to identify underlying causes and implement preventive measures.support change advisory board (cab) meetings to review and approve changes, ensuring minimal disruption to services.support efforts to resolve major incidents as and when they occur.stay up-to-date with industry trends and emerging technologies in incident, problem, and change management.required qualifications:bachelor's degree in computer science, information technology, or a related field.proven experience in it service management, with a focus on itil processes.strong knowledge of itil framework and best practices.experience with servicenowstrong problem-solving and decision-making abilities, with a focus on delivering results.excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.familiarity with emerging technologies and trends in it and service enablement, such as automation, and cloud computing.preferred qualifications:experience in managing it budgets and vendor relationships.relevant certifications, such as itil, pmp, or aws, are a plus.