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Problem Management

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  • IT
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Job Details

Key Roles & Responsibilities-Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.Conducting Problem Review calls involving internal support groups, ITES Service delivery Managers and ITES vendors to ensure timely problem resolution and contractual fulfilment.Providing an RCA for P1 incidents for reactive issues and also for P2 tickets as per clients Agreement.To contribute to overall achievements of required Service Level by maintaining agreed targets; ensuring team.Responsible for acting as a first escalation point to expedite problem resolution and complaints/ issues if any.Coordinating with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment.Creating the Weekly, Quarterly and Monthly reports for Problem Management.Improving the client infrastructure wherever necessary to avoid recurring issues with the help of Problem Management.Conducting Fortnightly/ Weekly meetings with the Problem Manager for providing updates on the pending problem tickets being worked upon.To conduct problem ticket audits/evaluations and provide the same to the Problem Manager W.r.t quality.Compliance wherever applicable, those of the supported businesses; always been done and suggest improvements.Good attendance and time-keeping; and any other duties deemed required as part of the day to day role.Escalate process related issues/risks to line/Problem manager.Owners for Internal Knowledge base articles & process guidesEnsure processes are documented and updated as necessary.Ensuring that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered.Ensuring quality of Known Error record and the Knowledge Database.Ensuring Quality Audit scores stay at 100% for Problem Management.Identifying & conducting process trainings for new joiners or otherwise
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-5


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