Problem Manager – 4 to 6 Years – Bangalore

Short Description

Problem Manager – 4 to 6 Years – Bangalore

Qualifications

Any Graduate / ITIL Certified

Job Responsibilities

Role:-Problem Management

Experience:- 4 to 6 Years

Job Location:- Bangalore

Job Description:-

  • ITIL V3 Foundation Certified 
  • The Problem Manager is responsible for a smooth flow of the process across Tiers and across Towers for one or more customers.
  • He is responsible for correctly configuring the Problem Management targets in Service Management tooling.
  • He monitors the overall functioning of the process for one or more customers.
  • In case of exceptions, the Problem Manager reports and analyses the exceptions to stakeholders, and proposes improvements in order to mitigate these exceptions.

Accountabilities 

  • Monitor, report and analyze the quality of problem handling including compliance to agreements on individual problems and Design process and Procedures. 
  • Escalate exceptions 
  • Propose mitigations and improvements 
  • Facilitate process improvement plans, both customer specific and generic 
  • Feedback results to improvement plan owners and action holders 

Tasks 

  • Manage Problems from start to end for one or more customers 
  • Assign Problem related work to involved delivery SME’s 
  • Monitoring on compliancy of agreements on individual problems 
  • Escalate exceptions to respective roles 
  • Act as operational SPOC and SME for Problem Management 
  • Maintain and support customer process implementation 
  • Provide analysis for monthly report.

 

Contact Person – Pratiksha Sonavane

Ref:

172195

Posted on:

April 18, 2018

Experience level:

Experienced (non-manager)

Education level:

Bachelor's degree or equivalent

Contract type:

Permanent

Location:

Mumbai

Department:

Infrastructure Services

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