Problem Manager - 6 to 9 Years - Mumbai

Short Description

Problem Manager - 6 to 9 Years - Mumbai


Job Responsibilities

Job Title:- Problem Manager

Experience:- 4 to 10 Years

Job Location:- Mumbai

Job Description:-

  • Management of the Problem Management process in scope of the Service Support ITIL processes.
  • The goal of this group of roles is to prevent, Remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure.
  • Seek and eliminate recurrence of incidents, Proactively identify hidden risk and improvement opportunities.
  • In order to achieve this goal, this group of roles seeks to get to the root cause of Incidents and then initiate actions to Improve or correct the situation.
  • Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk.
  • Carries out root cause analysis and Preventative management as required, ensuring that all necessary parties are informed and involved into the process.
  • To build and maintain effective working relationships across tiers ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.
  • Use business knowledge and commercial awareness in order to minimize the impact of any reported problems on the business.
  • Monitor all resolver groups for performance within SLA and escalate where necessary if performance is not as expected.
  • Monitor, and where appropriate, drive the resolution of problems through to closure.
  • Ensure that resolving teams are meeting their obligations regarding the updating of Problem Logs with progress to date.
  • Ensure that Root Cause Analysis (RCA) produced can be clearly articulated to our customers and that the RCA identifies the root cause in such a way that it is clear that, once corrected.
  • The issue will not occur again. Provide guidance if this is not the case.
  • Ensure that corrective and preventative actions assigned to others are completed and recommendations are followed up, and escalate if appropriate
  • Ensure that work-around are followed up with complete resolution
  • Produce trend reporting analysis information and plans to reduce the number of recurring incidents & ensure stability of the infrastructure.
  • Highlight requested problems that do not meet the problem definition criteria and discuss with Incident Management
  • Attend /facilitate meetings as appropriate, to discuss underlying issues and complete the root cause analysis (RCA) and agree a solution
  • Conduct regular Problem Management review meetings with other teams
  • Produce Problem Management statistical reporting in conjunction with the Service Reporting function

Competencies and Experience:-

  • Strong analytical, problem-solving and business-solutions skills
  • Excellent communication skills
  • Good Knowledge of ITIL Foundation
  • In-depth experience in Problem management processes and tools
  • Fair knowledge of Incident and Change management processes.
  • Strong working knowledge of IT operations and support organizations
  • Strong ability to coordinate the activities of diverse technical and management groups to keep incident resolution on track
  • Ability to work independently
  • The ability to work with multiple technical teams with is a must;
  • Ability to perform well under stress; ability to drive important issues; possess the ability to quickly learn the business impact.
  • Critical reasoning ability to correlate events is a must.

Contact Person - Pratiksha Sonavane