Process Specialist

Why Zensar?
We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!
Zensar is looking for a Major Incident and Problem Manager in the United States (Dallas, TX – 100% Onsite). This position is open for Full Time with excellent benefits and professional growth opportunities.
About the Role
Role: Major Incident and Problem Manager
Location: Dallas, TX
We are looking for an experienced professional with expertise in Major Incident Management, Problem Management, and Service Request Management. The ideal candidate will drive critical incident resolution, lead root cause analysis, manage stakeholder communications, and design/improve service request and catalog workflows to ensure seamless IT service delivery and operational excellence.
Key Responsibilities:
Incident and Major Incident Management
Leveraging technology to issue all communications and providing key stakeholder management
Act as the central point of contact during major incidents, ensuring effective communication and coordination among all stakeholders, including technical teams, service desks, and management.
Quickly assess the severity and impact of the incident to prioritize actions and allocate resources effectively.
Oversee the technical resolution process, ensuring that appropriate teams are engaged and working collaboratively to resolve the issue as quickly as possible.
Maintain detailed records of the incident, including timelines, actions taken, and lessons learned, to improve future incident management processes.
Continuously review and refine incident management processes to enhance efficiency and effectiveness.
Provide timely updates to stakeholders, including end-users and senior management, about the status, progress, and expected resolution time of the incident.
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
Participate in weekly/Monthly on-call rotation
Respond timely to messages from Service Desk to join the Crisis/High Priority Bridge
Facilitate the Crisis/High Priority Bridge Line
Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for update
Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
Post update messages to the IT Status Page
Text update messages to pre-determined group lists
Ensure timely communication to the community
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
Resolve Major Incident record
Inform Service Desk and community when resolution is implemented and service is restored
Knowledge on Service Request and Catalog Management module
Good understanding of service request and catalog items
Knowledge on analyzing the standard and non-standard requirements
Design workflows for Service Request and catalog
Requirement gathering for new Service Request and catalog
Problem Management
Identify and analyze recurring incidents to detect underlying problems.
Conduct detailed investigations and root cause analysis (RCA) to determine the origin of problems.
Utilize problem management tools and techniques to track and manage problems.
Develop and implement solutions or workarounds to mitigate or resolve problems.
Collaborate with technical teams, developers, and other relevant stakeholders to facilitate problem resolution.
Ensure that problems are resolved effectively and within the agreed-upon timelines.
Document problem records, including root cause analysis, resolution steps, and lessons learned.
Prepare and present reports on problem management activities, including trends, performance metrics, and improvement opportunities.
Maintain accurate and up-to-date records in problem management systems.
Identify opportunities for process improvements in problem management practices.
Participate in post-incident reviews and contribute to the