Problem Manager

2 weeks ago


Chennai, Tamil Nadu, India Cognizant Full time

Job Description – Problem Manager

Level : SA - 1 / M - 1

Location : Pan India

Work Model      : Hybrid Model with 3 days WFO

Notice Period     : Immediate Joiner or Less than 45 NP


Prerequisites:

Minimum of 6+ years for SA / 9 + Years for M Level of experience in Problem Manager role.

ITIL Basic/Intermediate Certificate (ITIL V3/ V4)

Willing to work primarily in US shifts (CDT) & Weekends

Key Roles & Responsibilities:

Incident Prevention - Proactively prevent incidents from occurring in the first place by identifying and resolving root causes.

Root Cause Analysis - Conduct thorough analysis of incidents to determine the underlying cause, ensuring that solutions address the actual issue, not just the symptoms.

Problem Lifecycle Management - Oversee the entire process of managing problems, from initial identification to eventual resolution and closure.

Solution & Workaround Development - Develop and implement permanent solutions for known issues and make temporary workarounds available to the incident management team.

Knowledge Management - Maintain a Known Error Database (KEDB), documenting problems, their resolutions, and any associated workarounds for future reference.

Trend Analysis - Analyze historical incident data to identify trends and recurring problems that require deeper investigation.

Stakeholder Communication - Keep stakeholders, including technical teams, management, and users, informed about problem status, progress, and any potential risks.

Change Request Management - Initiate and manage change requests to implement permanent solutions that eliminate known problems from the IT infrastructure.

Collaboration - Work closely with other IT teams, such as incident management and change enablement, and external vendors to ensure effective problem resolution.

10.   Process Improvement - Drive continuous improvement in the problem management process, ensuring adherence to ITIL best practices and updating process documentation as needed.

11.   Reporting - Provide regular reports on problem management activity, metrics, and service improvement progress to relevant stakeholders.

IT Skills & Qualifications:

Proven work experience with Problem, Change, Incident and Knowledge management role

Experience in IT service management and ITIL processes.

Strong problem-solving skills

Ability to work with cross-functional teams and manage multiple tasks simultaneously.

Knowledge of ITSM tools

Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively.

Must possess strong communication and interpersonal skills to coordinate with various teams and stakeholders.

Approachable and audible in conference calls.

Application & Tools:

Power BI (reading and creating reports to excel)

ServiceNow Dashboard (adding filter, fields and custom search)

Office 365 advance knowledge (PowerPoint, Word, Excel, Outlook)

MS team (chats & team sites)

SharePoint Sites (basic admin and edits, posting data and basic organization)

OneNote (using for data documentation & logging/tracking)

SharePoint list (using to track RAID items and tracking)

AI (ChatGPT and Copilot know how to use advanced functions.  Knowing other AI tools is a plus.  Also able to identify when people use AI.)



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