Assistant Manager

9 hours ago

Gurugram Gurugram, India Genpact Full time

Job Description

Inviting applications for the role of Assistant Manager - ITSM

The role is to manage Root Cause Problem Investigation & Corrective Actions related to different platforms, technologies and coming from across the organization.

Responsibilities -:

1. . Responsible for analysing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.

- Help prevent issue recurrence

- Minimize business impact of incidents

- Ensure resources are aligned with the highest-value opportunities

1.

. Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews

. Verify Root Cause and solution options and/or temporary solution. Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode and Effects Analysis [FMEA]).

. Track Corrective & Preventive Actions to completion

. Approve results of Corrective Actions based upon predefined verification criteria

. Approve solution propagation activities and results of Root Cause Analysis

. Assist work groups in prioritising workload to meet service level commitments

. Ensure all problem management activities are documented in Problem Management Tool and maintain updated records in applicable Database.

. Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc

Qualifications we seek in you

Minimum Qualifications

- Relevant years of experience as a Problem Manager or Incident Manager.

- Should have awareness of Network / Servers / Telephony / Cloud. Technical certifications like MCP/CCNA/Advance diploma etc. would be an advantage.

- ITIL Trained, Tested and Certified. (ITIL Foundation Certified)

- Working Experience of Service Now (Ticketing tool)

- Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.

Preferred Qualifications/ Skills

- Excellent knowledge, experience, and excellence within the specific area of Problem Management

- Resource should be stable, no frequent job changes.

- Strong interpersonal and teamwork skills

- Assertive and able to work successfully in a fast-paced work environment

- Exceptional organizational, prioritizing and multi-tasking skills

- Demonstrate High level of energy and flexibility

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