Problem Manager

2 weeks ago

Airoli, Maharashtra, India Growel Softech Pvt. Ltd. Full time ₹ 1,02,000 - ₹ 2,61,000 per year
- MS - Transition **Generic JD applied** The role of the Problem Consultant is to oversee the Problem Management process for individual Root Cause Analysis as described in the Problem Management Service Management Manual (SMM). Task related to the Problem Consultant role areTrain and educate the SCP and customer on Problem Management program Ensure the procedures of the program are being followed Initiate Problem Investigations (Gate Keeper) Assist the technical teams in navigating the Problem Management Processes Review PBI tickets for thoroughness and clarity Review and recommend Corrective Actions to drive errors out of the environment Escalate tickets (PBIs and Task) that are at risk of breaching SLAs and OLAs Communicate with the customer and serve as point of contact Obtain business impact and expectations when initiating a Problem Investigation Keep customer informed of progress SKILLS DESIREDComputer systems knowledge, integration and architecture concepts; Understanding of cross systems interrelations in context of the global business process; Experience in IT, with emphasis on operational management; Good Management and communication skills, hosting and facilitating of Problem Management meetings; Ability of working directly with business and service managers; Ability of managing virtual teams to deliver Problem Management process and working cross functionally; Service Management relevant experience; Understanding of Service Management Framework; ITIL certification (Green Badge level - ITIL Foundation or higher); Awareness of SAS70, Sarbanes Oxley, or FDA regulations business implications; Applied Problem Management reactive and proactive techniques; Acts as escalation point for SDOs where resolution ownership is disputed; Qualifications Good communication skills, active participating in Incident Management meetings; Experience of working directly with client; Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally; Service Desk or Support Group experience; Experience of 24/7 shift working; Ability to facilitate training sessions for internal resources; Ability to maintain high level of accuracy and to work to tight deadlines; Ability to prioritize and manage multiple tasks.
Cost$85/hr - $95/hr. Bill Rate $261/hr. PC PUUS Operations Office PU must provide corrct PU upon an onboarding) Named Job Posting? (if Yes - needs to be approved by SCSC)

Additional Details
- Global Grade C
- Level To Be Defined
- Named Job Posting? (if Yes - needs to be approved by SCSC) No
- Remote work possibility Yes
- Global Role Family To be defined
- Local Role Name To be defined
- Local Skills incident management
- Languages RequiredENGLISH
- Role Rarity To Be Defined

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