Problem Management
3 months ago
Our client is a global technology consultingand digital solutions company that enables enterprises to reimaginebusiness models and accelerate innovation through digitaltechnologies. Powered by more than 84000 entrepreneurialprofessionals across more than 30 countries it caters to over 700clients with its extensive domain and technology expertise to helpdrive superior competitive differentiation customer experiences andbusiness outcomes
JobRole:ProblemManagementExperience: 3 6yearsEmployment Type:FullTimeLocation: Bengaluru
Job description
- Incident Management
- Shouldknow SLA improvement initiatives ITIL Process implementation andadherence
- Leveraging technology to issue allcommunications and providing key stakeholdermanagement
- Leading driving facilitating andchairing all investigation activities meetings and conferencecalls
- Forming collaborative action plans withspecific actions roles and deadlines and ensuring these arecompleted
- Matrix management of people processesand resources including third parties including resolving conflictto move forward to resolution
- Being accountablefor resolving the outage via workaround or permanentfix
- Ensuring all administration and reports aremaintained and uptodate including contacts information technicaldiagrams post major incident reviews
- Supportingand nurturing process improvements and knowledge baseimprovements
- Continually maintaining anddeveloping tools and resources to manage major incidentseffectively
- Should have in depth knowledge ofKEDB to resolute known issues
- Providingperiodic major incident metrics reports
- Primaryresponsibility will be to ensure that rootcause is elished for allmajor incidents with formal RCA is published within agreedSLAs
- Candidate should have exposure to industrystandard RCA tools and techniques
- Periodicalreview effectiveness and efficiency of the problem managementprocess
- Conduct process management training tocross functional teams
- Ensuring availability ofpeople 247 to meet delivery obligations
- ChangeManagement
- Experience and knowledge of changemanagement principles odologies and tools
- Applya structured odology and lead change managementactivities
- Conduct impact yses ess changereadinesspreparedness and identify keystakeholders
- Apply a change management processand tools to create a strategy to support adoption of the changesrequired by a project or initiative RFC
- Supportthe design development delivery and management ofcommunications
- Identify yze and prepare riskmitigation tactics
- Should drive CAB discussionsand discuss Risks POA Rollout plan Rollback plan as a preventivemechanism to avoid major outages
- Createactionable deliverables for the five change management leverscommunications plan sponsor roadmap coaching plan training planresistance management plan
- Integrate changemanagement activities into project plan
- Defineand measure success metrics and monitor changeprogress
- Should drive the post validationchecks with PIRPCR essments
- ProblemManagement
- Proactively detect and preventfuture problemsincidents and initiate the Problem Managementprocess to allow quicker diagnosis andresolution
- Prepare statistics KPI and trendreports for use in the problem management processIdentif
Remote Work :
No
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