Incident Problem Manager

Found in: Appcast Linkedin IN C2 - 3 weeks ago

Navi Mumbai, India Jio Platforms Limited (JPL) Full time

Job Responsibilities:

An Problem & Incident Lead –

▪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 keymeasurements

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

▪Should be able to deep dive in technical resolution of repeat incidents.

▪ Work with Technical SME to drive incident agenda to avoid any incident in Application and Infrastructure domain.

▪ Lead as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

▪ Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)


Education:

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


Experience Requirements

15-18 years of relevant industry experience.

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