Problem Management Analyst Senior

3 weeks ago

Bengaluru, Karnataka, India FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

Problem Management Years Bangalore/Pune/Chennai

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team:

It's an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world's largest global provider dedicated to financial technology solutions.

What you will be doing:

Role of an individual contributor who will be managing the Problem Management lifecycle which includes documentation, driving MIR calls, producing Problem Reports and much more.

Key duties include but not limited to-

  • Ensure all Problem Investigations and Known Errors are managed effectively through the Problem Management lifecycle and are documented accurately in the Service Management Toolset.
  • Attend Post Incident Reviews as required and ensure that any actions are captured and related to the appropriate Problem record(s)
  • Arrange and hold Problem reviews to discuss and progress complex and/or stalled problem investigations.
  • Ensure that Problems records are classified, prioritised and assigned correctly and details of the incident symptoms and workaround have been captured.
  • Hold regular problem reviews with Support teams to review the current status and priority of ongoing Problem Investigations.
  • Carry out regular Incident/Problem task reviews with the appropriate owners to ensure that all Incident/Problem Mitigation tasks are being delivered to agreed timescales.
  • Raise Known Error records where root cause has been identified and a workaround is in place and manage Known Errors until a Permanent Fix has been put in place.
  • Ensure that all high severity incidents are related to a Problem or Known Error record.
  • Produce and deliver formal Problem reports to clients and FIS Management within agreed Service Levels.
  • Ensure all additional mitigation tasks (identified by the Post Incident Review) are raised on the system, related to the Problem Investigation or Known Error and have agreed owners/target dates.
  • Contribute to any regular reviews or meetings related to Problem Management, as required.
  • Ensure all work is delivered to contractual SLAs and/or agreed timescales.
  • Produce accurate statistical reporting for Problem Management and deliver to appropriate stakeholders agreed timescales.
  • Perform trend analysis of incident data to proactively identify underlying problems leading to common and/or repeat incidents.
  • Contribute to the introduction and ongoing review of all Problem Management procedures, documentation, and statistical reporting.
  • Manage and prioritise workload efficiently, ensuring any concerns regarding delivery are escalated promptly.
  • Support and assist the wider Service Desk and Incident Management functions as and when required.

What you bring:

An experienced, ITIL-aligned (must be certified to at least Foundation level, preferably Practitioner level) Problem manager is required to contribute to delivering the Problem Management Processes, with the overall aim of preventing Incidents from happening and minimizing the Impact of Incidents that cannot be prevented. Should also have practiced Proactive Problem Management.

Education Requirements:

Bachelor's degree or the equivalent combination of education, training, or work experience.

What we offer you:

  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities – FIS is your final career step
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

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