Problem Management Professioanl

22 hours ago

Bengaluru Pune, India FIS Full time ₹ 8,00,000 - ₹ 24,00,000 per year

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 he 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.
  • 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.

What he needs to have:

  • Minimum 3-6 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

Added bonus if you have

  • Knowledge of FIS products and services
  • Knowledge of financial services industry and basic financial analysis principles and ratios

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