ITIL Problem Manager

6 days ago

Chennai, Tamil Nadu, India Wipro Full time ₹ 2,00,000 - ₹ 6,00,000 per year
  • Skill  Problem Manager
  • Location  Chennai

Key responsibilities  

- Track and communicate progress of problem(s) to relevant parties.
- Review progress/results with client and/or (senior) management.
- Maintain Known Error database.
- Problem management reporting and metrics
- Drive the process the adherence during any Incident Handling
- Participate in the Incidents to ensure that all parties contribute to the resolution.
- Coordinate between multiple support teams and with vendors to delivery incident resolution.
- Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.
- Inform the respective owners on the open incidents.
- Validate the impact on the incident and update customer on the further action.
- Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews
- Verify Root Cause and solution options and/or temporary solution.
- Track Corrective 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.
- Liaison with the process team to provide any work arounds if available.
- Review all incidents of the day for logical closure.
- Initiate problem management on all P1and P2 tickets.
- Attend to the Mail Box and ensure all mails are responded
- Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.
- Update the details on the Incident in the tool and manage the overall execution of the Incident.

Experience/

Skills:
- Experience in ITSM practice in managing various ITIL process roles, viz., Incident manager, Problem manager.
- ITIL certification
- Good Knowledge of ITSM Tools; ServiceNow etc.
- Excellent Presentation skills, verbal and written communication skills and facilitation skills
- Good documentation and process flow diagramming skills
- Graduate in IT / relevant degree

Mandatory

Skills:- ITIL Problem Mgmt .

Experience5-8 Years .

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