Description:
- Ensuring that the release process has been adequately followed by all stakeholders, safeguarding the production environment whilst making sure that releases are performed on time
- Working with a variety of technical teams to organise and co-ordinate deployment plans for complex releases, being mindful of dependencies and ensuring that deployment is done as per agreed deadlines and to good quality
- Building strong partnerships within Technology and across business, communicating clearly with stakeholders on releases to ensure that business expectations are met through high quality, well-planned releases across various agile teams
- Participating in CAB meetings to discuss release scope and/or roadblocks
- Performing follow-ups on releases, with an aim to identify potential areas of improvement and foster a culture of Continuous Improvement
- Performing coordination during the response to a reported incident, pushing to identify the root cause, and initiating the incident management process
- Overseeing the incident management process, liaising with internal and external parties to achieve timely resolution to incidents
- Managing escalations for incidents with third parties where necessary, according to SLA
- Logging information related to incidents in an accurate and timely manner, pushing to find a root cause for every occurrence, identifying patterns that may emerge, and following up on fixing problems that are identified
- Produce Release & Incident Reports, identifying trends and reporting on KPIs to stakeholders both internal and external to the business
Requirements:
- Experience working as an incident/release/project manager
- Experience working with tools such as Confluence and JIRA
- Knowledge of IT service management frameworks, such as ITIL certification, will be considered an asset
- Good communicator, ensuring that both Business and Technology are maintaining a good understanding prior to releases and during incidents
- Be highly organised, guiding teams to implement processes and procedures as they are improved
- Excellent written and verbal communication skills in English