Problem Manager
Ernst & Young AG
Kochi, Kerala, India
9d ago

The Incident & Problem Manager is responsible for managing the life-cycle of all incident and problems. This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented Key Accountabilities

  • Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective / preventative action plans
  • Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
  • Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.
  • 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.
  • Creating and updating of Problem Records
  • Organising and chairing Problem Investigation and Problem Review Meetings
  • Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements) Key responsibilities
  • Single point of contact for all the problems.
  • Monitor the problems to ensure that the Service Level agreements are respected.
  • To review the problem trends, planning and driving improvement plans.
  • Monitors the effectiveness of error control and makes recommendations for improvements.
  • To be proactive in identifying problems, analyse and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.
  • Maintains inventory of problems under analysis and their current progress and status
  • Follow up issues and progress with problem owners where necessary.
  • Communicating all the problems and their impact to all stakeholders.
  • Prevents recurrence of issues by identifying root cause and implementing fix.
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
  • Drive all problems towards root cause identification and permanent fix.
  • Responsible for preparing daily / weekly / monthly Problem Management reports.
  • Responsible for preparing various KPIs. Other Responsibilities :
  • Provide recommendations for process development, monitoring reports and performance measurements
  • Demonstrates analytical and systematic approach to problem solving
  • Ability to absorb rapidly new technical information and apply it effectively
  • Excellent judgment, tact, and decision-making ability
  • Determine recommendations and actions to effect process improvements across the environment Knowledge and Skills Requirements
  • Proven working experience (minimum 6 years) in Incident / Problem Manager Role.
  • Detailed knowledge of the ITIL Incident and Problem Management processes
  • Good understanding of Change, Configuration and Availability processes
  • Experience in managing small team of 3-5 people at least.
  • The ability to work and team effectively with clients and other management personnel
  • Managerial competence
  • Proven experience in working in, and basic management of, diverse and geographically dispersed teams
  • Proven experience working in an Operational environment
  • Excellent awareness of different cultures and working practices across the regions
  • Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
  • Coordination skills : managing (complex) IT technical investigations Over all Experience :
  • 4 years’ experience in an Operational / Service Management role
  • 6 or above years of proven experience and success in an Incident or Problem role Other Requirements
  • Very good communication both verbal and written.
  • Very good problem-solving and logical thinking.
  • Team player
  • Process-oriented
  • Innovation / Out-of-the-box thinking
  • Excellent English language skills (verbal and written)
  • Excellent people skills
  • Good presentation skills with ability to present material clearly and concisely Certification Requirements :
  • Higher level of ITIL Certification or minimum ITIL v3 Foundations certification
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