Service Management ? Problem Management Lead

Job Responsibilities:

Acts as the day-to-day interface into the Problems process and is responsible for ensuring the execution of the process. Specific responsibilities include:

An Problem Lead should be able to lead technically, all RCAs across platforms

Should be able to deep dive in technical RCA of repeat incidents and identify & track action items.

Work with Technical SME to drive Problem management agenda to avoid any repeat RCA inApplication and Infrastructure domain.

Tracking open RCAs and identifying any RCA that requires increased focus to meet committed servicelevels (e.g., this may include hosting Problem management meetings as required, one on onementoring, escalation, etc.)

Driving both PPM and CPM (proactive and corrective Problem Mgt) across all incidents.

Publish all the prescribed reports/dashboards as per the defined timelines

Own and execute all Problem Management matrices like No of problem records, RCA submission within TAT, No of open Problem Records, Quality of RCA, tracking the actions items and ensuring timelyclosure etc.

Acting as a point of escalation for day-to-day Problem issues and escalating the Owner Groups asrequired to bring the resolution of the Problems back on schedule

Managing team and collaborating with leadership team

Ensuring the quality of the RCAs, as requested Identifying areas for improvement using key measurements

Ensuring reduction in Incidents (including repeat) by effective Problem Mgt

Education:

Graduate degree or equivalent qualification in Computer Science, IT, Electronics & telecommunication

Experience Requirements

14 years of relevant industry experience in which minimum 6+ year of experience should be as a technical problem management lead or similar profile in technical delivery environments.

Technical Skills

- Intermediate skills in all technologies (OS/DB/NW/MW)

- Proficient in using MS Office tools and Reporting skills

- ITIL Intermediate/expert Certification

- ISO 2000/BS15000 knowledge or having implemented

Soft Skills

- English speaking is a MUST

- Good verbal & written communication

- Problem solving and diagnostic skills

- Telephonic skills / Email Writing Skills

- Team working skills