Incident, Problem, Change & Server Patching Manager

at  CHUBB ASIA PACIFIC PTE LTD

POSITION REQUIREMENTS

• Bachelor’s degree in Computer Science, Information Systems, or a related field; Master’s degree preferred.
• 10+ years of experience in incident, problem, and change management, with at least 5 years of experience in a senior leadership role.
• Experience working in a global organization with a diverse team and customer base.
• Strong knowledge of ITIL best practices related to incident, problem, and change management.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Strong leadership skills, with the ability to motivate and inspire a team to achieve organizational objectives.
• Ability to manage multiple priorities and projects in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
• Broad know-how of IT (Infrastructure, Applications)
• Familiarity with IT Service Management toolsets such as ServiceNow

PREFERRED POSITION SKILLS:

• Experience leading large multi-cultural teams
• Experience with Organizational Change Management
• Demonstrated experience with facets of personnel management
• Demonstrated experience in leading change, with track record of identifying and implementing opportunities to improve operations and performance
• Promote a culture of collaboration and teamwork across organizational boundaries; willing to break down functional silos to optimize business results and to facilitate the overall organization
• Experience Leading a large geographically diverse matrix organization
• Ability to operate effectively in a large global organization
• A Change agent with experience in automation & reliability engineering
• Proven experience in managing professional teams and dealing with sensitive performance and personal matters in a diplomatic and effective manner
• Strong organisational, operational planning, management and business skills
• Travel: Required

ABOUT THE ROLE

The manager of Incident Problem Change & Server patching will be a senior leadership and management role reporting into the Global Command Centre Head. The role-holder will work in close partnership with regional CIO’s, Heads of Infrastructure and Application Support Services respectively, ensuring best-in-class ITSM services delivered to our clients.

KEY RESPONSIBILITIES INCLUDE:

• Lead and manage a team of incident, problem, and change management professionals, ensuring that they are trained and equipped to handle incidents, problems, and changes effectively.
• Develop and implement incident, problem, and change management policies, procedures, and standards that are aligned with industry best practices and organizational objectives.
• Oversee the identification, prioritization, and resolution of incidents and problems, ensuring that appropriate communication and escalation processes are in place.
• Ensure that changes are managed effectively, with appropriate testing, approval, and communication processes in place to minimize disruption to the business.
• Collaborate with other IT teams and stakeholders to ensure that incident, problem, and change management processes are integrated with other IT processes and initiatives.
• Develop and maintain metrics and reporting mechanisms to measure the effectiveness of incident, problem, and change management processes and identify areas for improvement.
• Stay abreast of industry trends and best practices related to incident, problem, and change management and apply this knowledge to continuously improve the organization’s processes

KEY RESPONSIBILITIES INCLUDE:

• Lead and manage a team of server patching specialists, providing guidance, support, and mentoring to ensure successful execution of patching activities.
• Develop and maintain a server patching schedule and ensure adherence to timelines and service level agreements (SLAs).
• Coordinate with various teams, including system administrators, network engineers, and security teams, to plan and execute server patching activities without impacting production environments.
• Evaluate and prioritize software patches and updates based on severity, business impact, and vulnerability assessments.
• Collaborate with stakeholders to define and implement patching strategies and policies that align with industry best practices and organizational requirements.
• Conduct regular audits and assessments to identify gaps in patch management processes and implement corrective actions as needed.
• Stay up to date with the latest security vulnerabilities, patches, and software updates relevant to the organization’s server infrastructure.
• Monitor and report on the patching progress, compliance levels, and metrics to management and stakeholders.
• Provide technical expertise and troubleshooting support to the team during patching activities and critical incidents.
• Continuously evaluate and improve the server patching process, leveraging automation and other tools to enhance efficiency and minimize human error.