Problem Manager

2 days ago

Bengaluru Pune, India FIS Full time ₹ 12,00,000 - ₹ 36,00,000 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 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

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