Problem Management - 6 to 9 years - Pune
Capgemini
Mumbai, MH, IN
6d ago
source : SuccessFactors

Short Description

Problem Management - 6 to 9 years -Pune

Qualifications

Bachelor s degree in a related field ITIL Foundation v 3 Certification or higher is required Desired v 4

Job Responsibilities

Problem Mangement - 6 to 9 years

We are looking to hire Problem Management with 6 9 years of exp in Pune location

Problem Mangement - 6 to 9 years - Pune

Secondary Skill - Change Management

RESPONSIBILITIES :

Candidate should have at least 2yr of relevant experience

Must be open for 24x7 operations

Required Skills

Manage problem record lifecycle by ensuring that respective Problems are identified recorded and tracked to resolution in line with agreed resolution plans

Pro actively identify operational issues and trends

Provides appropriate reporting and drive resolution working directly with Service Providers

Monitors problem management performance metrics and Key Performance Indicators KPIs

Facilitates and participates in problem management meetings with focus on recent major incidents RCA status incident trending and operational issues

The role will be accountable for leading the global Problem Management meetings and participating in regular meetings with the Service Providers and BD stakeholders to manage all aspects of problem management

Follow up with delivery teams for closing of problem tickets tasks successfully with sustainable mitigation actions

Desired Skills

Bachelor s degree in a related field ITIL Foundation v 3 Certification or higher is required Desired v 4

2 years of experience in Service management

2 years of experience analyzing and reporting on incident management trends new failed changes and identification of problems

2 years of experience driving ITIL process adherence

i e Incident Management Problem Management Change Management

Strong data analytical skills

2 years of knowledge and understanding of ITIL processes incident management change management problem management knowledge management configuration management

Experience in providing mentoring and coaching

Strong oral and written communication skills

Ability to influence and drive behavior including external IT service providers suppliers

Ability to work effectively across multiple teams

Ability to communicate and work with upper levels of management

Ability to work flexible hours and outside of normal hours as needed and in 2x7 shifts

Soft skills

1 Proactive and flexible attitude 24 7 support

2 Team player

3 Should have good learning attitude

4 Good communication skills and presentation skills

5 Willing to work with different cultures and work on weekends public holidays and out of office hours

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