Problem Management Team Lead

2 days ago

Noida, Uttar Pradesh, India Capgemini Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Incident management;problem management;ITIL|

Primary - Problem Mgr

Secondary - Incident Mgmt Problem Manager / Freshworks

**JD for Problem Consultant sourced from DO PMO catalog

  • **The role of the Problem Consultant is to oversee the Problem Management process for individual Root Cause Analysis as described in the Problem Management Service Management Manual (SMM).
  • Task related to the Problem Consultant role are: Train and educate the SCP and customer on Problem Management program
  • Ensure the procedures of the program are being followed
  • Initiate Problem Investigations (Gate Keeper)
  • Assist the technical teams in navigating the Problem Management Processes
  • Review PBI tickets for thoroughness and clarity
  • Review and recommend Corrective Actions to drive errors out of the environment
  • Escalate tickets (PBIs and Task) that are at risk of breaching SLAs and OLAs
  • Communicate with the customer and serve as point of contact
  • Obtain business impact and expectations when initiating a Problem Investigation
  • Keep customer informed of progress.

SKILLS DESIRED:

  • Computer systems knowledge; integration and architecture concepts;
  • Understanding of cross systems interrelations in context of the global business process;
  • Experience in IT; with emphasis on operational management
  • Good Management and communication skills; hosting and facilitating of Problem Management meetings;
  • Ability of working directly with business and service managers;
  • Ability of managing virtual teams to deliver Problem Management process and working cross functionally;
  • Service Management relevant experience;
  • Understanding of Service Management Framework;
  • ITIL certification (Green Badge level - ITIL Foundation or higher);
  • Awareness of SAS70; Sarbanes Oxley; or FDA regulations business implications;
  • Applied Problem Management reactive and proactive techniques;
  • Acts as escalation point for SDOs where resolution ownership is disputed
  • Good communication skills; active participating in Incident Management meetings;
  • Experience of working directly with client;
  • Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally;
  • Service Desk or Support Group experience;
  • Experience of 24*7 shift working;
  • Ability to facilitate training sessions for internal resources;
  • Ability to maintain high level of accuracy and to work to tight deadlines;
  • Ability to prioritize and manage multiple tasks

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