Description:

Role Overview:

The Deputy Manager Data Centre will be responsible for managing major incidents and change management processes across infrastructure, applications, networks, and vendor ecosystems.

This role acts as a central coordination point during high-impact incidents, ensuring service restoration within SLA, effective stakeholder communication, and adherence to ITIL best practices and audit requirements.

Key Responsibilities:

Incident Management

- Own and manage major and high-priority incidents end-to-end.

- Act as the central point of coordination across infrastructure, application, network, and third-party vendor teams.

- Ensure all incidents are logged, categorized, prioritized, and tracked accurately in the ITSM tool.

- Facilitate incident bridge calls, war rooms, and escalation processes as required.

- Provide regular, clear status updates to business stakeholders and senior leadership.

- Ensure Root Cause Analysis (RCA) and post-incident reviews are conducted within defined timelines.

- Track and follow up on Corrective and Preventive Actions (CAPA) to prevent recurrence.

- Participate in on-call and shift rotations as required.

Change Management

- Review and track change requests, ensuring completeness of:

Risk and impact analysis

Implementation plans

Rollback plans

- Coordinate and facilitate Change Control Board (CCB) meetings.

- Publish approved change schedules and communicate impacts to stakeholders.

- Ensure adherence to change management policies, procedures, and SLAs.

- Support standard, emergency, and normal change processes.

- Track changes through implementation to timely closure.

- Support internal and external audits, demonstrating change compliance.

Required Skills & Qualifications:

Experience

- 4-10 years of experience in IT Operations, Data Centre Operations, IT Service Management, or Incident Management roles.

Technical & Functional Skills

- Strong understanding of ITIL Incident Management and Major Incident Management.

- Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.

- Working knowledge of Change Management processes and governance.

- Exposure to Problem Management and RCA methodologies.

Core Competencies

- Excellent communication, coordination, and stakeholder management skills.

- Ability to remain calm, decisive, and structured during high-pressure situations.

- Strong analytical, troubleshooting, and decision-making abilities.

- Detail-oriented with strong documentation discipline.

Desired / Preferred Skills

- ITIL certification (Foundation or above) preferred.

- Experience in Data Centre or large enterprise environments.

- Knowledge of Risk Management and Change Compliance.

- Exposure to audit and regulatory environments is a plus.

Key Success Factors

- Faster incident resolution with minimal business impact

- Strong SLA adherence

- High-quality RCA and preventive actions

- Effective cross-team and vendor coordination

- Consistent compliance with change and audit standards