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Problem Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

Manage both Problem Management process within the account opertions ensuring end to end ownership providing resolution to underlying issues.Work closely with resolver groups ensuring that permanent solutions are found for defects, as well as working closely with managers of other ITIL disciplines, Service Delivery Management, Leaders and the client.IntegrateOEMs and Support teams to review architecture and support proactive problem management.ResponsibilitiesResponsible for consistent end-to-end application of ITSM (Problem Management) process in the Account.Review the initial classification (includes priority) and categorization of the Problem Record.Capable of roll out and deployment of Problem Management processes in line with HP work standards.Assists in training and in Problem Management process execution.Continuous Process Improvement within the Account.Ensures that improvements made within the Account are communicated back to the Regional Problem Management Process Owner.Manages ITS Problem Management process-related issues in the delivery towers.Assists the Delivery Towers in the operation of the process.Identifies areas within the delivery tower that require focus, ex. Priority 1 incident management.Participates in customer's IT change, security, operations, and administration management teams as appropriate.Capable of analyzing incident trends and identifying a structured approach for preparing service improvement plans.Monitors and provides monitoring and reporting against the Service Improvement Plan elementsProvides Account problem management process expertise for Process Engineering and Operational Improvement by providing analysis, design, and project support utilizing ITSM frameworks.Completes an analysis of current capabilities on the Account.Builds ITSM compliant problem management process knowledge.Identifies and plans for incremental process improvement projects.Establishes a process framework for quick hit and longer term process development work.Maintains and updates L4 process documentation.Acts as the "bridge" between the problem management process team, the account and the tooling teams, ensures that process requirements/enhancements are translated into tool specifications.Understands tool capabilities and limitations while ensuring that tool satisfies ITSM process requirements.Responsible for problem management process training.Capable of driving complex root cause analysis including HP Capabilities, Account team members, Client teams and HP / Client sub-contract vendors.Able to perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex. SLA breaches, complaints).Familiar with formal Root cause analysis techniques and able to prepare high quality RCA documents using the standard templates.Reviews all Problem Records and assigns the appropriate Root Cause Owner workgroup in a timely manner.Tracks the progress of all Problem Records to ensure they are actively moving through the Problem Management Process.Performs a closure assessment with the Root Cause Owner for all valid Problem Records.Validate the implemented solution that resolved the problem.Reviews operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.Communicates overall status of problem resolution to the Problem Management Account Process Lead (see the HP Enterprise Services Governance Roles and Responsibilities document for details on this role).Provide feedback on the effectiveness and end-to-end Problem Management Process workflow to the Account Process Leader.Validate Root cause analysis reports.Ensure KE Database and knowledge base are updated on Problem record and solution for every problem record.If required, work with the Change Management team and the delivery teams for raising a RFC for Problem resolution.Generate and present defined reports related to Problem Management on a monthly and ad-hoc basis.Work with Critical Incident Management and provide necessary inputsEnsure stability by working closely with the Change Management and be part of TAB and CAB as necessaryReview problem records and trends.Generate trend analysis reports as defined for the account.Work closely with Delivery units for Problem prevention activities.Document lessons learnt on each of the problem record and the solution.Attend Regional or Vertical Problem Management Community of Practice Meetings.Operations Integration & ImprovementImplements, adapts and improves operations to achieve SLAs.Effectively accesses internal resources to expedite solution-related activities or eventsActively seeks out opportunities to improve business and operational processes/procedures.Risk Management - Applies understanding of risk management concepts to practice to ensure explicit understanding of risk and acceptable risk levels among all parties in an engagementTeam Building/Leadership - Applies understanding of team dynamics to work effectively in teams , achieve goals and successfully plan & execute activitiesCommunication / PresentationClearly and effectively communicates with others (customers, management, reports and colleagues)Priority Setting/Time ManagementDemonstrates time management sensibilities when scheduling, allocating and prioritizing commitments.InfluencingDemonstrates the ability to lead, manage or enlist the support of others in the absence of formal authority.Problem Solving / Listening & Interspersonal SkillsApproaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution.Listens effectively to others, and responds based on a firm understanding of the others perspective and priorities.Works effectively with others (team members, client staff, account teams, management) in a task-oriented way that respects and capitalizes on individual differences/styles.Meeting ManagementEffectively organize, drive and control, virtual and face-to-face meetings such that agenda and action items are clearly understood by participants, and meeting outcomes are productive.Ensures that minutes of the meeting is accurately documented and cascaded.Being responsive to clients whilst following the principles and procedures of the quality management systemIdentify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefitEducation & Experience5+ years working experience in managing critical Incidents with total experience of more than 10 yearsEstablished management background of high level individual contributorsGraduate / Post Graduate degrees in any stream with relevant IT experience.ITIL Foundation certification mustExperience with Infrastructure deliveryDemonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.Technical background with demonstrated skills in multiple IT technologies / disciplines.Excellent presentation and customer facing skills.Knowledge & SkillsAbility to understand the delivery requirement and develop partner accordingly.Ability to work in and achieve results through a matrixed-reporting structure.Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving, team environment.Capability to provide Leadership and drive resolver groups to meet customer expectation and defined service levels.High level of comfort escalating issues to management when appropriate.Excellent communication skills Ability to effectively interact with people regardless of ethnicity. Fluent English language skills. Should be able to comprehend and explain technical concepts to clients in the most basic form.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


Business/Systems Analysis | Configuration/Release Mgmt | Project Leader/ Project Manager | Quality Assurance/Testing
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