L
Problem Manager
LTM
Amravati · On-site Full-time Mid Level 1w ago
About the role
Job Title
Problem Manager
Experience
5 to 8 yrs
Location
Bangalore/Chennai/Hyderabad/Coimbatore
Notice Period
Immediate to 30 days
Skills Required
- Strong IT service management skills
- Should have exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
- Good interpersonal, organization and customer services skills
- Experience in dealing with customers for problem ticket resolution
Certifications
- ITIL® Intermediate OR Expert Certified
- Certification on market leading ITSM ticketing tools would be preferred
Roles & Responsibilities
- Act as focal point for both reactive and proactive problem management activities
- Responsible to perform management of both reactive root cause analysis (RCA) and proactive trend analysis
- Managing the detection, recording updating, and/or closing of problem record.
- Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented
- Proactively detect and prevent future problems/incidents and initiate problem management process to allow faster diagnosis and resolution
- Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence
- Coordinate, convene and facilitate major incident and problem review meetings
- Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams
- Develop and publish problem management reports with business stakeholders and groups as per agreed frequency
- Drive continuous improvement to ensure problem management processes, procedure documents are documented as required.
- Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for problem management
Application Instructions
Candidates, please click in below link and apply to get further communication on your application.
https://ltim.ripplehire.com/s/cOtFB
Interested candidates please click in below link and apply
https://ltim.ripplehire.com/s/cOtFB
Share your updated CV and below details to v.philip2@ltm.com
- Total Years of Experience -
- Relevant Years of Experience -
- Current Company -
- Current CTC -
- Expected CTC -
- Notice Period -
- Current Location -
- Preferred Location -
Requirements
- Strong IT service management skills
- Exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
- Good interpersonal, organization and customer services skills
- Experience in dealing with customers for problem ticket resolution
Responsibilities
- Act as focal point for both reactive and proactive problem management activities
- Perform management of both reactive root cause analysis (RCA) and proactive trend analysis
- Manage the detection, recording updating, and/or closing of problem record
- Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented
- Proactively detect and prevent future problems/incidents and initiate problem management process to allow faster diagnosis and resolution
- Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence
- Coordinate, convene and facilitate major incident and problem review meetings
- Facilitate and coordinate problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams
- Develop and publish problem management reports with business stakeholders and groups as per agreed frequency
- Drive continuous improvement to ensure problem management processes, procedure documents are documented as required
- Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for problem management
Skills
CherwellITILITSMServiceNowSymphony Summit
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