Problem Management || 5 to 7 yrs || Mumbai

Problem Management || 5 to 7 yrs || Mumbai

Role Overview:

Capgemini provides a service integration service to a UK financial organisation. As part of a multi-source delivery model, Capgemini is responsible for managing the delivery of cross-service operations functions from a number of suppliers providing; end user computing, hosting, service desk and network services.

The Problem Analyst will work closely with the Problem Manager assisting them in the delivery and operation of the Problem Management process for the client through the whole lifecycle of the problem record.

The role requires an assertive person who has experience in dealing with challenging and complex customer issues. The successful candidate will be an excellent analyst; able to coordinate and communicate problem management activities across a multi-supplier organisation. You will use your analytic skills to ensure that underlying cause of service disruption are found and addressed.

Responsible for CSI within the Problem Management process, coordinating updates to the Problem Management documentation set and managing the integrity/currency of documents retained within the Governance Library.

The Problem Manager works as part of a team working closely with the client Business Service Managers, Service Integration Delivery Managers, Incident Management, client ECC and Knowledge Management.

Key Responsibilities:
• Assisting Problem Manager in ensuring that Problem Management process, policies and principles are followed across all bundle suppliers.
• Provides high quality reports and communications
• Identifies and escalates operational issues
• Facilitates operational and management oriented meetings
• Participates in continuous service improvement
• Execute problem management process to reduce number of reoccurring Incidents and prevent high impact incident form reoccurring.
• Proactively analysing incident trends to address issues that may have high business impact
• Recording and maintaining Known Errors in the ITSM Toolset

Technologies Used:

• General knowledge of desktop products, procurement and operational delivery of services.
• MS Office skills in Word and Excel
• Experience of reporting tools

• Knowledge of the use of ServiceNow

Person Specification:

• Experience of Problem Management
• Analytic mindset with attention to details
• Quality documentation and report writing ability
• General management skills (time management, communication skills and staff management)
• Experience of managing meetings and facilitation skills
• Sound understanding of Service Management and clear commitment to Service Management Framework

• Experience working for a service integrator in a multi-source model
• Experience of working with 3rd parties
• ITIL v3 Foundation certification or above
• Knowledge of the working practices and infrastructure within data centres, operations centres and service desks

Personal Qualities:

• Self starter capable of working as part of a virtual team
• Flexibility and ability to cope with pressure situations
• Knowledge of best practice methodologies (ITIL, Prince2, CMMI, COBIT etc).
• Excellent communications skills required
• Must be confident and have good leadership, communication and presentation skills


Nirmala B