Problem Manager

About this Team:

This team provides 24x7 support and management of Problems. Ensure the Problem Management meets its goals and SLA/OLAs for the clients.

What they will be doing: 

• 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, prioritized 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. 
• 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 prioritize 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 they need to have:

• Minimum 5+ yrs of considerable knowledge of Problem management principles, procedures, and techniques.
• Knowledge of Problem Management techniques such as 5 WHY, Ishikawa, Cause-effect, Apollo Root Cause Analysis etc.
• Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to communicate effectively to all levels within the organization
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables
• Ability to organize tasks and priorities effectively and under minimal supervision
• Proven ability to function in an environment requiring flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

What we offer you:

• An exciting opportunity be a part of World's Leading FinTech Product MNC
• A range of benefits designed to help support your lifestyle and wellbeing
• A multi-faceted job with a broad spectrum of responsibilities
• A modern international work environment and a dedicated and innovative team.

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.

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