Problem Manager | 4 to 6 years | Mumbai

Job Description

  • Assuring the analysis of the aggregate incident data to identify key trends
  • Ensures that cross SDO problem investigations are conducted effectively securing end to end Service Level Agreement acts as escalation point in scope of root cause analysis process
  • Produces high quality reports coordinates associated management actions shares root cause and known errors and other lessons learnt across the regions and with service providers as appropriate
  • Gets to the root cause of Incidents and recommends actions to improve or correct the situation Facilitates the resolution of the complex problems and root cause analysis requiring the input of the multiple functions SDO s
  • Manages or coordinates implementation of corrective actions recording of residual business risk communicates high quality updates to all stakeholders ,Ensures high quality input into KnownError DB and KM systems
  • Ensures that active knowledge sharing exists between all engaged parties ensures mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across SDOs and Service Domains
  • Ensures that stakeholder resources are appropriately identified and coached Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes Reviews the efficiency effectiveness of the Problem Management function and processes on a periodic basis Reviews and updates operational Problem Management documentation ,Creates and maintains a network of the Problem Management contacts within the SDO s and Service Domains
  • Builds and maintains effective working relationships with Customers and Suppliers Facilitates and lead operational and management oriented meetings Acts as champion for the Problem Management processes and collaborates with other Service Management services various SDOs stakeholders Support of continuous service improvement is an pivotal element of the role Is aware of the service performance and supports improvements implementation Provides PM operational feedback to SDOs

Primary Skills

  • Problem Management

Secondary Skills

  • Service Management



Posted on:

April 27, 2021

Experience level:


Contract type: