Deputy Manager

Job Description: - 

Oversee and manage all change tickets and requests within the organization's IT infrastructure or business processes.
Assess change requests and evaluate their potential impact on systems, processes, and stakeholders.
Coordinate with relevant stakeholders, including IT teams, business units, and vendors, to ensure smooth implementation of changes.
Develop comprehensive change plans, including timelines, resource requirements, and communication strategies.
Ensure that changes are implemented efficiently and effectively, with minimal disruption to operations.
Communicate changes to affected parties and obtain necessary approvals as per organizational policies and procedures.
Monitor and track the progress of changes, identifying and addressing any issues or roadblocks that may arise.
Continuously improve the change management process by analyzing feedback, identifying areas for improvement, and implementing best practices.
Collaborate with cross-functional teams to ensure alignment between change initiatives and business objectives.
Provide training and guidance to staff on change management principles and practices.

Qualifications:
Proven experience in change management, preferably in a technology or business environment.
Strong understanding of ITIL or other change management frameworks.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
Strong analytical and problem-solving skills, with keen attention to detail.
Ability to work well under pressure and manage multiple priorities in a fast-paced environment.
Certification in change management & Quality (e.g., ITIL Foundation or Six sigma) is a plus not mandatory

Quality :- 
Monitor compliance with quality standards and requirements for all tickets, changes, and problem requests within the organization.
Conduct regular audits and inspections to assess the quality of ticket handling, change implementation, and problem resolution processes.
Provide feedback and recommendations to agents and teams to improve adherence to quality standards and enhance performance.
Analyze quality data and metrics to identify trends, patterns, and areas for improvement.
Collaborate with cross-functional teams to establish quality objectives, metrics, and benchmarks.
Develop and maintain quality assurance procedures, policies, and documentation.
Identify and escalate quality issues or non-compliance issues to management for resolution.
Support continuous improvement initiatives by participating in quality improvement projects and initiatives.
Provide training and guidance to agents on quality standards, best practices, and quality assurance processes.