Lead Consultant – Problem Manager

2 months ago

Hyderabad, India Genpact Full time

Lead Consultant – Problem Manager

Location: Hyderabad

Experience: 5-8 years

Immediate joiners preferred.


Kindly do apply here or share resume to with Sub of "Problem Manager" along wit notice period.


Responsibilities

Proactive & Reactive Problem Management:

  • Monitor and analyze incident data to identify recurring issues, patterns, and potential problems before they escalate.

Collaborate with cross functional teams and vendors to create a quality root cause analysis to minimize repeated failures by incorporating the relevant problem management techniques like 5 why analysis, Ishikawa analysis, Pareto charts etc

  • Develop and implement strategies to prevent potential issues from affecting IT services by improving processes, tools, and practices.
  • Collaborate with the Knowledge Management team to ensure that lessons learned from problem investigations are documented and communicated effectively.
  • Managing the IT problems through its lifecycle

Identify the opportunities to prevent the problems from happening using alerting mechanisms

Ensuring the permanent solutions are implemented for the problems identified

  • Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
  • Host and conclude the Post incident reviews for all priority 1 and 2 incidents
  • Track and publish problem data to ensure problems are resolved quickly and effectively.
  • Participate in Global service forums and PIR calls

Work on historical data for a trend and identify them proactively before the Major issue.

Report the metrics/KPIs on a weekly/monthly basis and drive CSI activities


Major Incident Management:

  • Support Major Incidents: Provide support and guidance during major incidents to ensure effective problem identification and resolution.
  • Incident Coordination: Assist in coordinating cross-functional teams to address and resolve major incidents, ensuring minimal impact on business operations.
  • Post-Incident Review : Participate in post-incident reviews to evaluate the effectiveness of the resolution process and identify opportunities for improvement.



General Responsibilities:

  • Process Improvement: Continuously review and enhance the Problem Management process to ensure it meets industry best practices and aligns with organizational goals.
  • Stakeholder Communication: Maintain regular communication with stakeholders, including service owners, IT teams, and business units, to keep them informed about problem management activities and outcomes.
  • Reporting: Develop and deliver regular reports on problem management activities, including trends, root causes, and the effectiveness of implemented solutions.
  • Compliance: Ensure adherence to ITIL best practices and organizational policies and standards related to problem management and major incident management.



Qualifications we seek in you

  • ITIL V4 certified and ITIL Intermediate certified (At least 1 module)
  • Bachelor’s degree in computer science, Information Technology, or a related field.
  • 5+ years of business experience related to Problem Management
  1. Strong analytical and problem-solving skills with a proactive approach.
  2. Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
  3. Experience with ITSM tools and platforms.
  4. Ability to handle high-pressure situations and make informed decisions quickly.


Preferred Qualifications/ Skills

  • Strong problem-solving skills and ability to troubleshoot complex issues.
  • Excellent communication, interpersonal and collaboration skills.
  • Detail-oriented, with strong organizational skills and a commitment to continuous improvement.

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