Smart Ims
Location
Secunderabad | India
Job description
The Global Problem Manager follows the end to end global problem management process to manage problems through the entire lifecycle. The primary objectives are to prevent incidents from happening and to minimize the impact of Incidents and use strategies and plans that maximize employee adoption and usage and minimize resistance to provide acceptable levels of Incidents in support of our client services.
The Problem Manager is accountable to the Problem Management Process Owner
Problem Identification and Recording
Coordinates all aspects of Problem Investigation and Diagnosis and Resolution
Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
Updates status of all RCAs and Corrective Actions and keep affected stakeholders informed of progress
Identifies underlying causes of Incidents and preventing recurrences
Develops workaround to incidents
Ensures Change Requests are submitted to change management as required to eliminate known problems
Advances the problem by escalating to an elevated level of expertise when necessary
Creates Corrective Action Tasks to work on Problem resolution
Drives to Problem resolution and closure
Owns the known error database and ensures its maintenance
Analyzes historical data to identify and eliminate potential incidents before they occur
Identifies users to actively monitor and oversee the problem resolution process
Runs Problem Review Board
Relevant technologies Tools
Understanding of network requirements for Unified Communications solutions
Functional knowledge of cloud service delivery models (IaaS, PaaS, SaaS)
Working knowledge of ITSM ticketing tools
Superior Writing Skills
Experience
5 to 12 years of industry experience preferably in-service provider industry, should have worked in global environment preferably with USA / European customers
3 + years of experience leading in 24x7X365 environment
3+ years of experience as a Problem Manager
Ability to develop strategies for addressing organizational resistance and ensuring the benefits are realized
Excellent communication skills
Strong vendor management
Ability to influence people
Certification in ITIL
Strong Visio and Presentation skills are must
Certifications
ITIL V2 Foundation
Engineering graduate
Job tags
Salary
