Getronics
Location
Gurgaon | India
Job description
Problem Management: Carry out regular trend analysis incident data sets to identify errors. Manage the full life cycle of problem records. Deliver double digit reductions to incident volumes for supported accounts. Use ITOA tools to understand actual user experience. Maintain known error records and knowledge base. Assist with shift left opportunity identification. Maintain problem records and tracker Chair weekly problem management calls. Drive efforts to ensure no major incident recurrence. Provide monthly problem management reports to Service Delivery. Document and communicate technical recommendations with supporting cost/benefit analysis. Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc. Author Major Incident Reports for internal and external distribution Build close partnership with service desk and resolver teams to drive process improvements Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management etc.
Skills/Experience Excellent verbal and written communications with proven report writing skills. Ability to adhere to governance standards and processes. Strong interpersonal and relationship building skills. You must be able to work as part of a team. IT knowledge (broad rather than deep) of IT systems and technology. Data analysis experience and structured approach to problem solving. Strong Excel skills including pivot tables and experience using other Microsoft Office applications. Proven customer support experience in a large global IT service support environment. Experience with ServiceNow or another ITSM tool preferred. An understanding of Service Level Agreements and their application. Experience and understanding of ITIL process areas. Excellent customer service skills and an ability to listen and understand the customer's requirements. Experience of working with technical staff and 3rd parties. Previous experience working with senior client stakeholders (director or C-level). Ability to multi-task and priorities effectively. Willingness to travel and a flexible approach to working hours. Qualification/Certification requirements 3+ years’ experience in Problem Management ITIL certification preferred IT or Business degree preferredJob tags
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