Problem Manager

IPC / ITIL / SLM / Process Consulting

Problem Manager with Incident Management

Process

Description Major incident management process is used for effective and efficient handling of major incidents The process is responsible to accelerate major incident resolution and minimize the business impact

Problem management process is responsible to manage the lifecycle of all problems It minimizes the adverse impact of incidents and problems on the business that are caused by underlying errors within IT infrastructure

Key Role

Responsibilities

Major Incident Management

Act as focal point for all severity 1 and business impacting major incidents reported

Responsible for planning and coordinating all the activities required to perform monitor and report on major incident management process

Managing the detection recording updating andor closing of major incident record

Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution

Chair the major incident management MIM bridge with technical teams resolver groups for quick resolution of incident as per agreed incident SLAs

Facilitate major incident communications with key business teams stakeholders until closure

Identify initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders

Develop and publish major incident reports with business stakeholders and groups as per agreed frequency

Drive continuous improvement to ensure major incident management processes procedure documents are documented as required

Problem Management

Act as focal point for both reactive and proactive problem management activities

Responsible to perform management of both reactive root cause analysis RCA and proactive trend analysis

Managing the detection recording updating andor closing of problem record

Communicate and coordinate with impacted parties through problem management process to prevent reoccurrence of incidents and minimize the impact of incidents that cannot be prevented

Proactively detect and prevent future problemsincidents and initiate problem management process to allow faster diagnosis and resolution

Perform root cause analysis using RCA techniques identifying process and or operational improvements that will prevent incident recurrence

Coordinate convene and facilitate major incident and problem review meetings

Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams

Develop and publish problem management reports with business stakeholders and groups as per agreed frequency

Drive continuous improvement to ensure problem management processes procedure documents are documented as required

Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for problem management

Required

Candidate Profile Minimum 35 years of relevant experience working as incidentmajor incident manager

Should possess good understanding of ITIL V3 service lifecycle modules

Should have strong verbal written communication and interpersonal skills

Lead role while acting as a liaison with internalexternal customers

Skills

Required Strong IT service management skills

Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc

Good interpersonal organization and customer services skills

Experience in dealing with customers for major incident resolution

Professional

Certifications ITIL Intermediate OR Expert Certified

Certification on market leading ITSM ticketing tools would be preferred

Job Location PuneBengaluruMumbaiHyderabadChennai

Evaluation

Criteria Prior experience in IT service management roles service operation processes

Knowledge of ITIL best practices

Communication skills

Client facing role and collaboration